Complaints

• Initial Complaint

  12/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date Dec 14 2024 on ************************ website. I would like an explanation as to why I received a mismatched size pair of shoes? And, without a receipt or return slip inside the parcel? (in case something is incorrect with the order.) I am writing this explaining that one or, more employees at vans saw it fit to purposely and incorrectly fulfill my purchase, in order to leave me stuck without proper shoes during the holiday season. The customer service representative offered me NO means to return, nor refund the incorrect item that was sent to me. Purchase item was 1 pair of shoes size 11. Vans instead sent one left shoe size 11, and one right shoe size 10! In all my life, I have never heard of anyone receiving mismatched sizes of shoes in a single order, nor have ever experienced the ridiculous lack of professionalism when it pertains to solving logistic issues!!

  Business response

  12/26/2024

  Hello ****,

  Thank you for reaching out, we regret the issue with your shipment.  We have provided you with a full refund to your original method of payment.  We are also sending you a $40 dollar gift card to your email address to utilize on a future purchase at ************************** or in a Vans store.

  Thanks,

  Vans Customer Service
  

  Customer response

  12/27/2024

  Why would ************************ not send me a new pair of shoes? Vans should have sent a courier to deliver new shoes, and pick up the wrong ones. DONE! Instead, you sought to destroy a customer's holiday experience by purposely sending mismatched size shoes, knowing my money would be tied up during the holidays. I find that to be absolutely infuriating, the fact that someone went out of their way to denigrate my experience with your company is absurd. Bottom line, I still have NO shoes! Thanks for the absurdity vans! Friends for life.

  Business response

  12/27/2024

  ****,

  We are sorry we were not able to replace the order as the product is no longer in stock.  If you look at the website you can provide us a similar priced alternative and we can place the order. 

  Thanks

  Vans Customer Service
  

• Initial Complaint

  12/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pair of shoes through the vans store here locally in ********, **. The next day I get an email saying that my order was cancelled. I go back up to the store, they say they dont know and to call customer service. So I do, and they dont know why it cancelled but they place it again. The first time I bought the shoes for $57.04. This second time it charged me $62.04 for the same shoes and I said wait a minute why did it charge me more. She said when the shoes ship well send the difference in price. All of this was the ninth and tenth of December. The shoes finally shipped, and they gave me a tracking number. Twice it attempted to deliver but they said the business was closed so they couldnt deliver. Mind you, they are delivering to their own Vans store, how do they not know the hours? And every time it says delivery failed, its while the vans store is open! So Im contacting whoever ontrac is who provides the tracking number, and they are not helpful at all. I have to do some live chat because there is no number to call. They say the dont know, I call vans back and say hey I just want my money back, this is turning into a whole ordeal. And now they are holding my money hostage, saying we will refund once we get the shoes back. And Im like thats on yall. If your shipping company cant do the job right thats not my problem. So now I have no shoes, they kept my money, no one really knows where the shoes are and vans is not worried in the least bit. Im done wanting those shoes, I just want my money back please.

  Business response

  12/19/2024

  Hello **********

  We regret the issues you had trying to get your shoes delivered.   We have provided you a refund to your card on 12/16 you should see this posted back to your original form of payment soon. 

  We are also sending you a $30 gift card to utilize on your next online or in-store purchase with Vans.

  Thanks

  Vans Customer Care
  

• Initial Complaint

  12/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Vans on Thursday, December 5th, paying an additional $20 for expedited shipping to ensure delivery on Friday, December 6th, as I would only be in ***** until that date. Despite this, the order arrived on Tuesday, December 10th, after I had already left the city.Since Thursday, December 5th, I have been trying to cancel the order and request a refund. I was told by Vans customer service to wait until Saturday, December 7th, to escalate the issue. However, after following their instructions, I stopped receiving responses to my emails. I have sent multiple follow-ups, but my inquiries remain unanswered.This situation is unacceptable. The fast shipping I paid for was not honored, and Vans has failed to address my cancellation and refund request despite repeated attempts to resolve the issue. The package is currently at the hotel where I stayed, near the Vans store in ***********, yet no solution has been offered.I am requesting a full refund of the $108.00 I paid for the product, including the additional shipping cost. I also ask Vans to take accountability for their poor communication and customer service.

  Business response

  12/19/2024

  Hello Sol,

  We regret the product did not arrive on time for you.   The order was placed with a gift card and our team provided a refund via gift card on 12/12/24.

  If you have further questions, please let us know.

  Thanks

  Vans Customer Care
  

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am a frequent Vans customer and have had several pairs of custom shoes made over the years. In January, I purchased a new pair of custom shoes. Upon cleaning them for the first time and removing my orthotic insoles, I discovered that both shoes had developed mold in the insoles attached to the shoes, as well as along the edges where the insoles meet the shoe. Having owned numerous pairs of Vans throughout my life, I have never encountered, heard of, or experienced such an issue before.After a brief online search, I found that this problem appears to be more common than I initially thought. The shoes are manufactured and shipped from ******, which suggests that there may be defects in the materials used or lapses in the manufacturing process that are contributing to this problem.I reached out to Vans customer support, only to be informed that my claim could not be processed due to the time elapsed since the purchase. I expressed my concerns in a follow-up email, but I have yet to receive a response. Despite sending multiple inquiries, I feel that Vans is not taking responsibility for the issue and is dismissing my legitimate concerns.I have read online that Vans offers a two-year warranty on its products. If this is indeed the case, I fail to understand why my issue is being ignored. This is not just a product defect but also a health and sanitation concern, which should not be overlooked by the company. I am certain that this situation violates product liability and consumer protection laws.Mold produces allergens, irritants, and mycotoxins that can potentially cause health problems, especially when exposed to them for prolonged periods.

• Initial Complaint

  12/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My account had 2300 points which I applied to my order #********. I completed the transaction, successfully applied the $20 reward and received a confirmation email. I then received another email minutes after saying the order was cancelled due to insufficient points. When I checked back on my account it said I only had 530. Im not sure why it took my points and cancelled my order :(

  Business response

  12/02/2024

  Hello ********,

  We are sorry about the issue with your order being cancelled due to an issue with your account points.   We have provided you with a $20 gift card to make your purchase, this will be sent to your email address provided. 

  If you have further issues, please let us know.

  Thanks,
  

  Vans *************
  

• Initial Complaint

  11/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a pair of vans high tops from khole in February for my 9 year old son he owns id say 20 pairs of vans sneakers so he didn't wear theses much at all a hand full of times the whole shoe bottom came apart why he was at school in pics you can tell therr no glue on the sole or bottom of shoe poor craftsmanship in my book contacted vans customer service and sent pics and proof told me they had a 6 month warranty but all over the web states 1 year showed proof I bought shoes in February in all they weren't made right and poor craftsmanship should atlease warranty the poor work

  Business response

  11/25/2024

  Hello *****, 

  Thank you for reaching out, we regret the issues your son had with our shoes.   We have provided you with a $55.00 ************************** gift card to make a replacement purchase.  This will be sent to the email address you provided.  This gift card can be used at a Vans store or at **************************.

  If you have any further questions, please let us know.

  Thanks,
  Vans Customer Care
  

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This involves multiple transaction done with Vans. Every order that I have placed with this company has resulted in multiple issues with me getting my products that I purchased with them. You see, Vans offers 3-5 days business day shipping. However, that is not what happens. It often takes them 3 business days just to process the order to get it to the carrier. then it takes another 5 business days if you are lucky to get it within that time frame. As I have had orders take more than two business day weeks to get my orders. When this is brought to Vans customer services, they are less than helpful and blame it all on their chosen carrier and claim there is nothing they can do about it. Even though it is their chosen carrier. Even though they guarantee and promise 3 to 5 business day delivery. Then even with all the issues and bringing it to their attention, thinking Vans would make the corrections and desire to give their customers quality service and products. It has done absolutely no good at all. As the most recent orders that I placed order numbers # ******** & #********, that I just placed on 11/04/2024 proves out. As not only have they done all the issues in the past and caused me very bad experiences, this time, instead of using the shipping and billing address that is currently listed in my account to ship my items to, somehow some way they came up with an address that is more than 2 years old to ship my products to. Even though I deleted that address from my account nearly 2 years ago. I went into my account to fix the issue having noticed the problem in the order emails confirming the orders. However, VANS system does not afford customers the ability to make changes or cancel orders before they are shipped. I have sent the company emails already concerning the problem. But past experiences have taught me not to expect much. The only address that SHOULD ever be used on any customer orders is the only one listed in the customer's account. PERIOD!!!!!

  Business response

  11/19/2024

  Hello *****,

  We are sorry you have not have great interactions with our site recently.   I do see our care team has provided full refunds or the orders you listed. 

  To ensure your address is updated on our site, please follow the steps below.

  1) Sign into your account

  2) Go to "My Account"

  3) Select "Address Book.  Here you can update or delete address associated with your account.

  We are sending you a $50 dollar gift card to your email address for a future purchase, we hope to see you back. 

  Thanks

  Vans Customer Care
  

   

• Initial Complaint

  11/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order on 10/23 for 2 items, both ****** Crop Trucker Jackets Size L in stone wash and brown sugar colors. I placed the order for store pick up because I thought it would be faster than delivered to my house, the website stated 3-5 business ******** needed the items before 10/30. I received an email that my order shipped on 10/24. Then on 10/28 I receive an email that my order was delivered. I went the store to pick up my order approximately 1 hour before they closed on 10/28. I spoke to ****** at the ********** wrote my ************ # down & went to look for it. He came back, he said they hadnt received it & that I should call before I come back to the store. I was frustrated & told him it said it had been delivered by ***** (***** website proof of delivery signed for by EETIENNE.) I tried chatting with support, they said to call the store & if that didnt work to call customer support. I proceeded to call the store, & ****** answered the phone again & said it wasnt there, he did not even take any time to go look while on the call & told me he hoped it would get there soon. I then called customer support. The person I spoke to said that I needed to wait until the next day & call the store again & if they didnt have it on Wed to call customer support again for a refund. I send an email to the customer ************** offer me a refund & send me 15% off code. I say I want them to place a new order of my ************ offer a refund so I say I want my items but I dont want to wait. At this point I should be getting the items & a refund for how difficult this has been. On Wed, I call at 5:30PM & ****** answers again saying my order isnt there but that the ***** shipment should be there soon. I dont understand how it shows delivered but its not there. I call every store & no one has it. I call the store again & they said its not there. Now its Sat & support still hasnt responded. I want my items AND I want a refund for this hassle.

  Business response

  11/04/2024

  Hi Wednesday,

  We are sorry about your experience with your order and we want to make it right. 

  Can you confirm your shipping address, we will get a replacement order sent out free of charge.

  Thanks

  Vans Customer Care
  

  Customer response

  11/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. My shipping address is ********************************. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Wednesday ********
  
   
  

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent my return back nearly 3 weeks ago and have yet to ne refunded. They use the slowest shipping service possible for the returns. They didnt respond to my emails, didnt answer the phone, and their chat agent was useless and could not care less about my issue. I wanted to be refunded before my credit card charges me interest for the order that i returned. Its 2024, most companies have a fast refund turnaround time. Vans return timeframe is insane for this day and age. They said it will be 3-4 weeks and then another 7-10 BUSINESS days. It will be so hard for this company to stay afloat considering they have such a slow turnaround time and terrible customer service. Also it seems as though they are selective about which BBB complaints they respond to which just goes to show that their customer service team doesnt care about their so called "Vans Family".

  Business response

  09/19/2024

  Hello ******,

  Thank you for your patience with our return process, we are sorry the timeline on returns is taking longer than expected.   We have gone ahead and provided the refund, you should see it back to the card on file.  You should see this back in 3-5 days. 

  If you need further support, please reach back out to customer care.

  Thanks,

  ********************** Customer Care
  

  Customer response

  09/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  09/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a pair of vans with the deluxe comfort soles and after 3 days of walking around nyc they had lost all padding and were killing my feet

  Business response

  09/09/2024

  Hello *****,

  Thanks for reaching out, we are sorry you have not enjoyed your pair of Vans. 

  Can you share some additional information. 
  

  1) Where were the shoes purchased?  At Vans.com, in a Vans store, different retailer?

  2) Do you have a receipt/proof of purchase you can share?

  Thanks,
  

  Vans Customer Service
  

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩