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Business Profile

Retail Shoes

Vans

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Vans's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Vans has 50 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Vans

      1588 South Coast Dr Costa Mesa, CA 92626

    • Vans

      2500 N Mayfair Rd Spc 572 Wauwatosa, WI 53226-1409

    • Vans

      3320 Silas Crk Pkwy, Ste FU-6620 Winston Salem, NC 27103

    • Vans

      10827 Kings Rd STE 825 Myrtle Beach, SC 29572-6118

    • Vans off the Wall

      7600 Kingston Pike HG 8&9 Knoxville, TN 37919

    Customer Complaints Summary

    • 81 total complaints in the last 3 years.
    • 17 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/03/2022

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Place a order on Nov 19th and haven't recd my shoes. Contacted vans twice now said would be mailed 12-2-2022 and should have mon or Tuesday. No shipping info recd. They can't answer why I haven't recd my order.

      Business Response

      Date: 12/09/2022

      Hi *****,

      Thank you for your patience with your order.  We are sorry your order was affected by our shipping and processing delays.  We do see that your order was delivered on 12/7/22.

      To make this situation right with you, we have credited $40 back to your original form of payment on this order. 

      If you have further questions please call us at **************

      Thank you,

      Vans Customer Care

      Customer Answer

      Date: 12/09/2022


      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

      Date:12/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Vans. Order ******** was delivered on October 18th. I purchased two pairs of toddler slip on V for my 2 year old for $82.28. One pair he has not used since they are still too big at the moment. However, he has used the second pair four times and the sole fell out immediately. It completely detached from the shoes. My 2 year old is a late ****** and those shoes were only gently used. I am in complete shock at the poor quality of those shoes and I am afraid the other pair we purchased might have the same quality.

      Business Response

      Date: 12/09/2022

      Hi *******,

       

      We are sorry your child had issues their Vans footwear.  We have provided a refund to your original form of payment for the defective pair.   You should see this back on your card in the next few days. 

       

      Here is a code to use on your next purchase will provide a 30% discount on your order:
      RB9Y-AQQ6-TA

      If you have any questions please call us at **************.

      Thank you,

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

    • Initial Complaint

      Date:11/26/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid for overnight shipping for a order and I only got part of my order and never received the other half of my order and its been a week and my other items are still in processing. I want my items that I paid extra for or a refund for not honored shipping. ********

      Business Response

      Date: 12/09/2022

      Hello ******

      Thank you for reaching out about your recent purchase.  We do apologize for your order delivery being delayed due to delays with our shipping and processing times. 

      We have refunded your shipping charges and provided an additional $75 dollar refund back to the original form of payment on your account.

      Again we are sorry you had a negative experience and we hope we can win you back, here is a code good for 30% off your next purchase:
      CYG3-****-VY

      Thank you,

      Vans Customer Care

    • Initial Complaint

      Date:11/21/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November 14 my family and I bought 2 pair of shoes .one for my daughter which was her birthday present and we decided to buy a second pair for our son. The reason we did this is because at this point Vans.com offered a $20 dls discount on any pair of shoes! And so we made the purchase,we received the purchased confirmation and also the shipping email confirmation with the Order number! And then Vans decided to cancel our order! I called Vans customer no service and they did not do anything about neither had an answer of why they canceled the order! Then I asked for help to re order the shoes again and they said no! I am sending pictures of where VANS Confirmed the purchase and order number

      Business Response

      Date: 11/25/2022

      Hi ****,

       

      We are sorry your order got cancelled, it was a system issue which led to the cancellation.   We hope we can win your business back, we are providing you with a code good for 50% off your next purchase. 

      Code:
      CS22_50temp-ZPX9-VTDE-CE

      Please enter this code in "Promo" field during checkout to receive the discount.

      If you have any other questions please call us at **************.

      Thanks,

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

    • Initial Complaint

      Date:11/20/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I will never again shop on their online store. I had an issue with my parcel. I only received one of the two shoes that I purchased and they are telling me that the package was weigh by the carrier no duh but I still only received one of the shoes and when I contacted them about it, they told me to dispute it with my credit card company so when I filed a PayPal claim They are now telling me to get a police report This is absolutely ridiculous. Shame on vans for taking advantage of customers like this.50421443 is my transaction ID

      Business Response

      Date: 11/21/2022

      Hello Boko,

       

      Thank you for reaching out, we are sorry you did not receive your second pair of shoes.  We have provided a refund for the missing pair, $56.45.  This amount will be credited back to your original form of payment. 

      If you have any other questions please call us at - **************.

       

      Thank you, 

       

      Vans Customer Care

    • Initial Complaint

      Date:11/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My order #******** was placed on Nov 10 and hasn't been shipped until Nov 19, the company refused to ship at once or refund, which I think is unreasonable.

      Business Response

      Date: 11/25/2022

      Hello ******,

       

      We are sorry about the delays with processing your Vans.com order, the team was overwhelmed by the popularity of the promotion.  We appreciate your patience, and we do show your order was delivered on 11/24. 

      We have provided you with $25 off you order, you should see that back on your original form of payment within the next few days.  If you have any other questions please contact us at **************. 

       

      Thank you,


      Vans Customer Care

    Vans is NOT a BBB Accredited Business.

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