ComplaintsforVans

• 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
  

   

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Hi I got an email after I made an online order thats said I have $5 in Vans Family Rewards and links to buy stuff from the Vans website. I don't' want this type of marketing email and per CA and US law it is required to have an unsubscribe link included. because it is a marketing email. Attaching the email here for review. Also while we are hear I should be disenrolled from the Vans Family program if I am enrolled as I did not sign up on my own and do not want to participate and I should be removed from all marketing emails going forward.

  Business response

  09/06/2024

  Hi *****,

  
  Thank you for reaching out.   Our records show you are now unsubscribed from marketing emails moving forward. 

  You can visit the link below to exercise your privacy rights with VF such as unsubscribing requesting to delete your personal information from our systems. 

  ************************************

  Thank you,

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

  Customer response

  09/06/2024

  they did not address my entire complaint. Im glad that I am unsubscribed from emails but I also in my complaint ask to be disenrolled in the vans family rewards program. I do not want anything to do with the vans family rewards program. I dont want to be enrolled in it I dont want to receive emails about the terms and conditions that changed as the years go by I dont want to be made aware of any balances I dont want to receive rewards. I dont want anything to do with it. I dont want to participate and I dont want to be enrolled at all so I need confirmation that I am disenrolled. I am not part of this rewards program at all per this request. Please confirm that.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Reached out to Vans on 6/18/24 in regard to warranty issue with shoes. Vans did not respond until 7/8/24 asking for the ******************* I sent them on 7/11/24. I sent a follow up email on 7/23/24 when I had not gotten a response. Vans finally responded on 8/7/24 and said that I was passed my warranty period. When I pointed out that I had originally contacted them in the warranty period, but it had taken almost two months to get a response, they still denied it saying it was out of the warranty period.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  MTE UltraRange EXO Shoe, Medium Blue Ordered at Jul 17, 2024, Received Jul 21, 2024 Package received just fine but the issue is that the shoes are unusable. I used their sizing tool and was told to order a size 8.5 men. I know now that I am at least a 10, so there's no way I can use these. That said of course I put in a request for an exchange the day I received it but did not receive any correspondence. I put in a second request a few days later and I'm still getting radio silence. This is incredibly frustrating.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of vans and some sneaker spray. The total sale was about $73. Originally I was excited about the purchase and was eager to get the shoes. They were size 8, same size I have worn for years.Well the shoes get here and they are somehow too big. Naturally I am bummed out and try to find a way of keeping the shoes even though its evident theyre too big.I then simply look to the website to do an exchange. This is when things went downhill fast.You cant do an exchange online, but you can contact customer service. Oh okay then. I wait till Monday, as I assume no one is working during the weekend.I called Monday morning, explain to the staff member, I just had invasive hip surgery that included part of my hip joint being surgically rounded and put back into the socket. So you can see travel is hard at the moment.vans provided me with no help with simply trying to exchange the shoes for a half size down. The staff member told me I would have to go to a store and do it. The closest store is over 2 hour drive and about $60 in gas one way. They didnt even try to work with me or help me in any small fashion and forced me to return the shoes. Im disgusted with Vans lack of just plain caring. You cant force people to drive over two hours one way just to get a half size smaller shoe.

  Business response

  07/18/2024

  Hello *****,

  We are sorry you had a negative experience with our team.   We have gone ahead and provided an early refund for your order, this will go to the original form of payment. 

  If you would like to make a replacement order, here is a code good for 20% off your next order:
  QQVS-6ODX-DE

  Thank you,

  Vans Customer Care
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  This is the 2nd order that I placed that I didn't recieve. Said was delivered July 9, we searched everywhere in the museum, and asked front desk and shipping employees, no one has seen any Vans packages. We order numerous things and have never had this problem. Sent email to the company, didn't get a response. OnTrac/Lasership said they delivered it at 11pm to ***************, this company is fraudulent. Who delivers and leaves packages outside a business at 11pm?? Tried several times to reach out to Vans, they did not respond. Also the coupon code didn't work from a previous order that got lost. Never buying from Vans again!!!

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned an order on 6/8/2024. Vans received the return and has yet to reimburse me. It has now been over 30 days and I cannot get in contact with Vans. Their live chat doesnt work, their phone number doesnt work and they have not responded to any of the three emails Ive sent over the last 3 weeks.

  Business response

  07/16/2024

  Hello *******,

  Thank you for your patience with our refund process.  Our records indicate a refund for your order was handled on 7/9/24 to your original form of payment. 

  If you have further questions, please reach out.

  Thanks,

  Vans Customer Care
  

  Customer response

  07/16/2024

  
  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,
  
  *****************************
  
   
  

*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. ↩