Vans Reviews 628

Avoid Vans!
Bought £100 pair waterproof shoes for my son at the end of November direct from Vans. It’s now April and they’ve have had 5 months light use and are in good condition generally….. no signs of wear or abuse, soles and uppers in really good condition.
However the suede at lace hole area on one shoe has completely pulled away from several lace holes leaving a gaping hole!
I contacted customer services and sent several close up photographs showing both shoes and especially the affected one. I received a reply from Customer service agent stating “I can see from the images that the shoes are generally in good condition, and I understand your concern regarding the defect near the lace holes on one shoe.”
I was shocked to then receive an e mail claiming that the ‘ defect’ was normal wear and tear. Mmmm , bit difficult to see how lacing up a shoe for 5 months has caused so called normal wear and tear on one shoe only :)
Come on Vans, get your act together. So many negative reviews for quality and service, what has happened?
All image and no substance I’m afraid so my advice to anyone - well, shop elsewhere unless you’re prepared to spend £100 for a pair of shoes with a life span of 5 months!

Remember, "New" does not always mean better.

Bought a pair of MTE shoes about 3 years ago, they were fantastic. Bought the 2025 model from a local official Vans store and they are abysmal.

Lost a customer. I could get the same quality from Primark for 1/10th the price.

I don't mind paying more for shoes, if the quality reflects the price, but these absolutely do not.

Exchange not recieved after nearly 3 weeks. No communication, constantly hung up on. Zero stars.

I ordered a pair of shoes through Vans. The delivery terms are stated on the website as being between 2 and 7 business days. When tracking the item it showed that it had not been collected. I called the customer service team who advised that the delivery window of 2 and 7 business days commences when they have shipped the item and that they have not yet shipped the item. I explained that the T's and C's didn't say that. I asked them to upgrade the delivery to express delivery and it was refused. I was told that they had explained the situation and that should be enough. I asked them to cancel my order and that I would make a complaint and from then the lady on the phone would not respond.

SCAM SCAM SCAM SCAM SCAM
PIKEYS PIKEYS PIKEYS PIKEYS

If I could put zero it would be zero.I have been shopping at Vans for years one of my favourite retailers but customer service/refund timelines and quality has just got worse and worse. Having to wait 10 working days for a refund when an item was actually received and checked in to the warehouse over a week ago is disgusting.Lied to about time frames and then told another 3/4 days for a manual refund to go through!!!!shocking!!!!
Times have changed since take over and what was a great place to shop since all the changes is terrible.
I won’t be shopping with them again and I have spent thousands of pounds in their store and online.No point offering me a discount code to placate me because it’s just not worth the hassle.

Nice enough range of shoes but don't know what is going on with regards to returns. Firstly been waiting 10 days for one return to be processed that they've acknowledged receipt of, but haven't got round to checking and refunding. Have since had to return some more shoes that I'd planned on keeping as, after trying on further, realised one was faulty. Processed an online return and waited for the return code by email. Not received. Tried again, nothing received. Went on the automated chat to find that, despite a return within 30 days of delivery policy, they'd put them down as past the return period, basing it on the order date instead. But it didn't tell me this when initially processing a normal return, which is not ideal. Then took two attempts to get a manual return done via a chat customer rep. Will be the first and last time I order from them if this experience is anything to go by, which is a shame as they have some nice shoes.

Bought a snap back and pair of shoes... the cap arrived the
Wrong colour and was shoved into an envelope so was squashed and misshapen. But it's ok because I can return it and just get a refund?!
I guess never order online because they're useless

Really poor experience. My first order was notified dispatched but then sat in their depot for over a week. I spoke with customer service and strangely enough the very next day it was remarked dispatched and actually turned up the next day.

Shoes arrived and they were dirty, scuffed, and wear marks, and a nice gift of a bloody plaster inside. When I complained they simply told me to return them if I didn't want them.

My second pair still haven’t arrived. Again they were marked dispatched over a week ago but the tracking still shows the parcel is still at their depot. Don't advertise 2-3 day delivery if you just leave them in your depot for weeks at a time clearly with just one day assigned as a parcel collection day by the courier.

Ich bin enttäuscht vom offiziellen Vans-Onlineshop. Nach einer Bestellung der „Knu Skool“ (Grün, Gr. 42) ging das Paket auf dem Versandweg verloren. Da es sich um einen Verbrauchsgüterkauf handelt, liegt das Versandrisiko gesetzlich beim Händler (§ 475 Abs. 2 BGB).
Anstatt den Vertrag zu erfüllen, wurde mir lediglich das Geld erstattet. Da der Artikel nun ausverkauft ist, verweigert Vans jeglichen Schadensersatz für den nun notwendigen, teureren Deckungskauf bei Drittanbietern (§§ 280, 283 BGB). Besonders dreist: Der Kundenservice behauptet, es sei meine Schuld, da ich den Artikel nicht sofort „neu bestellt“ hätte, als er kurzzeitig wieder verfügbar war – eine rechtlich haltlose Argumentation, da Vans bereits zur Lieferung aus dem ersten Vertrag verpflichtet war.
Anstatt eine kundenorientierte Lösung (z. B. einen angemessenen Gutschein) anzubieten, wurde die Korrespondenz einseitig für beendet erklärt. Wer hier bestellt, trägt im Zweifelsfall das Risiko für Logistikfehler selbst und wird bei Problemen mit Standard-E-Mails abgespeist. Absolut nicht empfehlenswert für einen Marken-Onlineshop dieser Größe.

Useless company, don't waste your time.
Ordered a pair of shoes 2 weeks ago & they've still not even been despatched.
Customer service is a waste of time & won't help.
Avoid.

Order a jacket, delivered 48hrs later with free delivery to a local shop, can't fault

The customer service is so bad. There is no empathy or care at all. I had the live chat ended by one agent whilst I was in the middle of trying to get a situation sorted. Every single agent I spoke to had a different story as to why my order was taking longer than it was supposed to. First it was missing, then it was just a delay, then it was missing again. I've now had to reorder and do the entire process all again. Who knows if this order will arrive. I won't be using Van again. I've been a fan of the brand for over two decades and I've never experienced issues like this before. Judging by the rest of the reviews I don't see this company lasting very long anymore. I don't know what's happened

Bought t-shirts 19th Dec.…yodel was supposed to deliver…. A month later & numerous calls to customer service I still don't have my t shirts or an offer of a refund. Tracking stops on the 20th…. Yodel- do better!!!
Everytime I call vans , they say refund us being ‘processed’. Awful… don't spend your money here, don't think I'll ever get mine back.

Just like countless others, I'm very disappointed by the quality of "premium" shoes I bought. They barely lasted 6 months.

What's happened to Vans?

I bought some t-shirts from them that never arrived as someone at Yodel decided they were having an early Xmas present. As long as they continue to use Yodel I won't be buying from them again.

Tried getting in touch with customer service but their live chat service doesn't work and it took them days to respond to emails.

Sent the incorrect size of shoe for the second time in succession. Customer services unable to exchange, despite it being their mistake. Had to follow separate return and reorder procedure resulting in them now having my payment for 2 pairs of shoes and from what I’ve read here, maybe some time until I am reimbursed.
Not impressed and will not use this company again…buyer beware.

Absolutely zero rating customer service a joke, parcel missing 3 weeks no refund 6 emails promise of refund nothing should be ashamed taking people’s money

What on earth is going on at Vans. I ordered some boots as a Xmas present with plenty of time to spare. The tracking indicates these have been sent but the carrier (Yodel) has no record or update on any delivery. Ringing customer care is beyond frustrating. They cannot assist and claim I need to speak to Yodel. Thats impossible because Yodel have no record of the tracking number provided! Talk about stuck in a loop. I doubt I will be ordering their products in future. So disappointing.

Bought shoes in sale then couple days later cancelled due to no stock. Next day when at full price loads back in stock.