Vans Reviews 

ordered an item was due for delivery, but never showed with no update on tracking.
Tried a number of times to contact customer service finally got through to be told it will be delivered the following Monday.
They then cancelled an order no explanation, so tried to get a response absolutely nothing on why it was cancelled and not sent by them to yodel.

Been waiting now on two more deliveries with no update on delivery with tracking just when it's meant to be delivered. I hope they aren't cancelled as well.

Been using Vans for years now and the service has dropped massively you don't even get any orders you order anymore.

So what's the point in using the vans store online?.
I would rate 0/5

I purchased a pair of MTE sk8 hi after about 70 days the eyelet stay started to separate from the main part of the shoe. Considering these shoes are marketed as MTE mountain edition and water proof I figured that I would be offered repair or replacement especially considering I had worn them about 10 times to walk my dog. What I got was an email service that at best was useless, multiple attempts to phone with constant we are busy for 15 plus minutes waiting time, I finally got through to a human who was rude and un helpful. Basically saying not our problem.Vans used to be a great shoe manufacturer seems that’s no longer the case if £140 pair of “mountain edition” waterproof boots last no longer than 10hrs.

I am pretty happy with each time i ordered.
Offers are really good and postage is super quick.

Ordered pair of old skool shoes delivery good , but size to small so return followed Vans return policy and received barcode to which local store scanned and printed return label 02/01/2025 and handed me a receipt Next day Yodel collected and dropped off at Vans depot on 15/01/205 . Waited 10 days and no confirmation of my refund, 1st line of attack was their live chat - what a joke after 10min explaining my issues and explaining the way that I had returned order the chat bot went into detail HOW to return my order, end chat. Next working day phone customer service explaining the problem they kept saying we have no record of my return order it's not showing up on our system. Yodel tracking app show delivered on 15th January 2025 with all barcode and tracking numbers supplied, Vans wanted proof of receipts and suggested i attached them to the email they said they would send me. I've received no emails from them I even phoned them again and asked them to send email while still on phone but no emails received just bull shit and complete lies they have my money and the shoes back ,I'll wait a few days to see if they send me the email so I can provide photos of receipts but I'm not to sure they will provide based on reviews I've seen.

Ordered 3 x t-shirts online - they just keep cancelling items from my order even thought eh items are still in stock on the website and have not posted anything to date. Paid over the top for postage, now got one items left on order so its not worth it.
No way to cancel the complete order online, appalling service.
Wont be using again, Vans USA is awesome, Vans UK sucks

Terrible customer service!!! Lost my order and did not fully compensate me for being out of pocket. Will never shop with them again.

Totally shocked at your system’s inability to track orders with your courier, and the length of time it takes for a refund ‘approval’ to be granted when the product was ordered 6weeks ago.
No proactive updates from you, I’ve had to chase, and it’s the second time of two orders that something has gone wrong. Never ever ever again will I order from your website.
Would rate 0/5 if possible

Do not order online!! I purchased items through there online store before Christmas as presents for people. On arrival, all the items were the completely wrong sizes!!
I phoned up there “customer support” line, and was told I would need to go out my way, to return these items, wait for a refund and then re place the order. I mean, fair enough, frustrating but whatever. I then asked if I would receive the discounts on the items I had previous had. To which I was told I wouldn’t, and would need to pay the full price. I then asked if I would receive anything like free express shipping ect, as this was a mistake by Vans and not my own. Of which I was again told, no. The lady on the phone even said “I should shop in store instead”. So, clearly they don’t want you shopping online at all.

There customer care is far from that.

Vans and yodel.

After purchasing at the beginning of December and no sign of my delivery chase up with both companies.
Vans emailed yodel to find out where my parcel was as it was a week after delivery date. To be told it would be delivered within 48 hours. Nothing turned up even with a new date selected. This kept going back and forth with vans for a few days. Then to be told yodel have confirmed to have lost the parcel according to vans. But wait for the next day to see if it arrives. Ring vans again to be told they don’t know what their colleague was on about and the parcel isn’t lost.
This again continues for days. I’m told I can cancel the order and get a refund and place the order again but at an extra £50-£60 and risk the chance they can’t price promise me… haha not happening you already have £100 of my money.
Basically Vans were about as useful as a chocolate fire guard.
Wouldn’t use them again unless they sort it out properly!
In short avoid unless you like wasting you time and effort in finding your items or getting money back.

Yodel strikes again.

Vans, easy to order stock but hard to get a refund when your package goes missing. Picture was taken at the wrong house, visited there and they said the driver took it away. Not seen this parcel and this was for an Xmas gift. Now I want a refund they won’t give it until an update from yodel is made. Sorry to say, this is not my problem. Please refund me as soon as possible as I’ve already order elsewhere. Such a shame as I’m a massive Vans fan. I’ll just stick to outlets in town from now on.

Was guaranteed delivery on Christmas Eve.
It didn’t arrive.

EDIT… it’s now January the 8th & still nothing

Ordered during Black Friday and immediately got a notification saying it had been shipped, the tracking didn’t change for a week and then suddenly on the day of storm Darragh it was listed as “handed to customer”. It was not…
I live by myself and was at work during this day, I didn’t get back until 8pm so it couldn’t have been handed to myself, I checked army home camera, no one delivered anything that day and there is no photo of the delivery that’s usual with Yodel.
I tried to get in contact with Vans only to be met with an Ai chat that does little except turn looking up tracking information into a conversation, clicked ‘more help’ and after waiting four hours for a human, I decided to try again later.
Three days of the same experience, I decided to email them and was met with another Ai wall where I was told a human would get in contact with me… seven days later I get no response, so I email again demanding my money back and within 24 hours I get a response “we’ve undertaken our investigation and are satisfied items were shipped correctly, we will not be issuing a refund on this occasion”

So I’m out £100 and no further forward with the items I need, I have issued a chargeback through PayPal, hopefully I will get my money back and I won’t be using the Vans website going forward.

Appalling brand! Do not order from here!!

I made an order on the 27th November. My order was broken into two parts. The first part claimed to be delivered but I was not in, listed as “handed to customer” when I eventually managed to speak to someone the evidence was just a black picture. Apparently this happens a lot with yodel. So the parcel has either been dumped at the front door and stolen or never delivered at all.

The second part of the parcel sat in the warehouse for that long yodel just sent it back. I was told this is because no yodel driver had picked it up. I can’t order this again as it’s sold out. I have spoken to customer services now 4 times, still no refund. We are now at 3 weeks and no progress.
I have written emails and the response is basic, advising me to wait 3-5 days for a delivery so clearly no one is reading the emails correctly. I have been told a member of management will call me back but that can take 1-2 working days! Absolute joke!
I will never order from here again.!!

Ordered shoes in the Black Friday sale as a Christmas Gift. Because Vans cheap out and use Yodel as their courier, the parcel wasn't delivered - even though the delivery agent took a photo at the WRONG HOUSE and then marked it as delivered.

Vans customer service is utterly useless. "Please give is 48 working hours to investigate". I waited patiently for a response - nothing.

Back on chat with them and, surprise surprise, "it is taking longer than usual to resolve investigations". It also transpires they will not send out a replacement order in these situations so all I'm waiting for is a confirmation that they will refund me.

Not waiting any longer, they are absolute clowns and deserve the poor rating they have on Trustpilot, so I've started a chargeback with my credit card company.

Last time I ever order from Vans.

I have ordered a pair of shoes with an express delivery. I cannot comment on the product since I never received my order as it was delivered to the locker which unfortunately was faulty and would not open the door (i requested home delivery not a collection point delivery) The refund process and Vans investigation procedures took too long and customer assistance was very poor. I have been offered misleading informations throughout the prolonged wait. I finally received my money back after over 3 weeks of my constant chasing them for the outcome .

Absolutely raging at Vans customer service. Constant lies, they don’t know what there doing from one minute to the next, constantly telling me different stories regarding an ongoing issue. DO NOT ORDER FROM VANS!!

I ordered a pair of shoes during Black Friday, and they arrived WAY smaller than I expected. I’ve been relentlessly chasing customer support for days, trying to figure out how to exchange them, but guess what? ONLINE ORDERS CAN’T BE EXCHANGED AT ALL. You have to return them, get a refund, and then place a completely new order. So if you bought them on sale, tough luck – you lose the discount! Customer support has been absolutely useless. I’ve been chasing them for a week with zero response. This is beyond frustrating. My advice: DO NOT WASTE YOUR MONEY.

I tried to get in touch with customer services about a faulty pair of trainers. Eventually after ignored emails, unsuccessful live chats (I went round in circles trying to get put through to the correct department) and a couple of attempts to phone them (on hold for ages and once had the call terminated without speaking to anyone) I finally spoke to someone.
He couldn't help me but did check my emails were on their system. Later I received an email to say I didn't have a case for refund/exchange.
Very disappointed and will not buy from them again. The quality of Vans have gone down and the experience dealing with their customer service is the worst of any company I've dealt with.

Honestly the worst customer service ever!
Ordered a pair of trainers for Christmas for my son at a really good price - trainers sent out via Yodel.... and that's when it became a nightmare. However, Vans have done literally nothing to help, and still haven't provided a refund. Yodel lied about attempting deliveries of the item and sent the trainers back to Vans. Advised by Vans to order again, by which time the price had doubled!! No honouring of the initial sale price, and no help provided in terms of getting a refund. No response to emails. PayPal resolution case opened.... AVOID this company! What a shameful way to run a business.

Total nightmare!

Ordered a pair of 10s in Black Friday deal. They came but I needed a 10.5 in the end.

No exchange option online so I contacted them via chat. Was told to return the original ones and re-order the 10.5. The price had gone back up but they promised to match the price.

I'm now three chats and 2 emails in and I'm being totally ignored. The phone is never picked up and the online email form won't actually send as it asks you to 'Prove you're not a robot' but there's no way of doing this!
Laughable and has ruined my perception of this brand.

Shame on you Vans!