We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

      11025 Carolina Place Pkwy STE A25 Pineville, NC 28134-9001

    • Vans

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

    • Vans

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

    • Vans off the Wall

      2101 Fort Henry Drive Kingsport, TN 37664

    Customer Complaints Summary

    • 89 total complaints in the last 3 years.
    • 26 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:04/16/2025

      Type:Service or Repair 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.
      I purchased a pair of ***** white vans from ************************ in December of 2024. I wore the shoes 3 times. Only threee because they got rained on the third time and dried a stained yellow. I contacted vans through their email platform to which they asked for dozens of bits of information from my name, address, phone, invoice, etc. only for them to then state it is normal for a pair of completely white shoes to turn yellow after a single use. They look disgusting. If I wanted yellow shoes, I would have purchased yellow shoes. I believe this is a know issue that they refuse to address with their manufacturing of shoes to rip off their customers. I expect a full refund as this type of service results in me no longer wanting to support a dishonest and out of touch brand.

      Business Response

      Date: 04/17/2025

      Good Morning *******,

      Thank you for reaching out, we regret the issue you had with our product.   We have provided a refund to your original form of payment, this should be back on your card in the next 3-5 days.

      If you need further assistance, please let us know.

      Thank you,

      Vans Customer Service


      Customer Answer

      Date: 04/17/2025


      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:04/08/2025

      Type:Service or Repair 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.
      I went in to get shoes for my granddaughter the pair she wanted was 44$ and the shoes were two different sizes and then when the guy came back he brought a pair that was 89.95$ i was not attending to spend 100$ on shoes the guy who helped me fooled me i didnt ended up getting a good deal cashiers name was **** at the vans store in el cajon **************** . store # is ********** .

      Business Response

      Date: 04/08/2025

      Hello *****,

      We regret you had a poor experience in our of our stores.   We are unable to provide a refund to your card as we are the online team for Vans.   We are going to provide your contact information to the stores District Manager to provide support. 

      If you have further questions, please let us know.

      Thanks,

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


      Customer Answer

      Date: 04/08/2025


      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:03/14/2025

      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.
      I regularly purchase Vans shoes for my son as they have always held up to wear and tear and last. These shoes I purchased at the end of January 2025 and received early February. My son loved the shoes and was so excited to wear them. The sole at the sides after one week showed signs that the glue was not adhered correctly, then within a week the sole had completely become detached from the sole, an $80 pair of shoes completely ruined in less than 3 weeks time when these shoes usually last him 8-12 months. I am beyond frustrated they moved manufacturing from the ** to overseas as these issues never happens prior to being manufactured stateside. And now I have to purchase a new set of shoes for my son which wasnt budgeted for since his shoes usually last. I am beyond frustrated with this situation.

      Business Response

      Date: 03/17/2025

      Hello *****,

      Thank you for reaching out, we regret your son was having issues with his Vans shoes.   As these were purchased at Journeys, we are unable to provide you with a refund.  On the Journeys site we see these shoes were listed at $59.99   We are sending you a gift card for $70 to make a replacement purchase on **************************. 

      Thank you,

      Vans Customer Care

       

       


    • Initial Complaint

      Date:02/12/2025

      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.
      I am furious, your brand completely let me down. I am a LA-based photographer who travels the world for my shoots. Back in december I had been on the road for 5 months already and had used my precious Vans Authentic all over the world, so it was time for me to buy a new pair. I am wearing Vans authentic pretty much 365 days a year and had never faced such an issue like I'm about to tell you.I decided to buy a new pair of Vans authentic while I was in *********. Same size and color as I've ordered for the past 12 years! AFTER ONLY 10 DAYS OF NORMAL USE A HOLE WAS FORMED WHERE THE BIG TOE TOUCH THE SHOE!!! 10 days!!! Because I was in another country after, there wasn't anything for me to do!I am now with this pair of unusable shoes with a hole in them! I've never had any issue like that with any other sneaker! I want a refund!

      Business Response

      Date: 02/20/2025

      Hello ********,

      We regret you are having issues with a pair of our shoes.   We would like to resolve the issue, but have a few additional questions.

      1) Can you provide us with pictures of the shoes.  We would like a photo of the whole shoe as well as the defective area.

      2) Can you provide following details around the purchase

      Where was the product purchased from?

      Do you have a receipt for the purchase?

      With this information we would be happy to assist you further. 

      Thanks

      Vans Customer Care

       


    • Initial Complaint

      Date:12/21/2024

      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.
      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

      Date: 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 Answer

      Date: 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

      Date: 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

      Date:12/15/2024

      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.
      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

      Date: 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

      Date:12/12/2024

      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 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

      Date: 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

      Date:12/11/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 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

      Date:12/01/2024

      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.
      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

      Date: 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

      Date:11/24/2024

      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.
      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

      Date: 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

    Vans is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.