Vans Omdömen 

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.

I'm surprised Vans is still in business. The quality of their shoes is terrible. After using the shoes a dozen or so times, my son developed a hole in the sole of his toe. Of course, Customer Service does not accept any complaints. People, wake up. Vans is an expensive brand compared to chinese cheap imitations that are of higher quality. I have never had any problems with making a complaint to NB or Nike.

Item was due to be delivered by Yodel and it specifically stated it needed to be delivered to a person. Because I knew I wasn't going to be in I set a preferred neighbour for it to be delivered to instead. Parcel delivery photo was over someone's gate (not mine or my neighbour). Vans contacted Yodel who said parcel was delivered to customer so they closed my case and not willing to support anymore. So even tho Yodel ignored TWO delivery instructions, Vans won't do anything about it because they said it was delivered. I think its disgusting theyre just taking the couriers word for it even tho they clearly went against my instructions. So im missing £30 plus the trainers I ordered.

Wouldn't even give 1 star to be honest.
I specifically asked my order not to be left on my doorstep and instead with a neighbour or back to a collection point.
I live directly infront a high traffic footpath and the driver decided to leave it anyway and say I signed for it! Even though I wasnt even home.
I explained this several times and am disgusted with the customer care team they were brickwalling and didnt care.
Won't be ordering again especially not direct.. what a disappointment to a once incredible brand.

What has happened to Vans over the last few years... service has completely gone downhill to the extent it now appears too risky to order anything for fear of losing your money.

Like many others are reporting I returned an order which was received by Vans on 8th Nov but no refund as at 26th ... Vans "customer support" say they refunded on the 13th and that it is all completed so is no longer their problem. I do not have any refund and the bank has confirmed that there is no such refund from Vans at all. Even Vans own website when checking the return progress says Received on the 8th and ... "We're working to get your refund to you as soon as possible." ... not, "refunded".

I will now have to raise a dispute with the bank / card issuer and go through the lengthy process of presenting a case. Annoyingly I have another order half delivered with the other half somewhere in the post with Yodel. What an absolute mess and what a shame it is that such a great and iconic brand is being destroyed by whatever bunch of clowns are running this into the ground.

If I could I would give zero stars I always used vans to skateboard and the half cab pro were my go to shoe even thought I bought the new vans half cab pro mte gore tex not to skate I was super disappointed with the quality I wore the shoes three times just walking around and the shoe ripped on the side right in the middle of the rubber wall on the side (part of the sole ) and the back of the sole where the heel is on both sides came out and the vans logos on the back came out instantaneously how is a shoe that is double the price of the original half cab pro that was meant to be even stronger specially as is not a skate shoe be worst in quality than the original but still cost almost double the price is ridiculous very disappointing never buying vans again , and I had the old mte high top boot and it lasted me 3 years but new line of mte is very badly made supper low quality

Would give vans 0 stars if I could. Took a week to dispatch the item, customer services citing some unknown issues with back office but was never actually updated with this, I had to chase them. What they also don’t seem to widely advertise is that some orders dispatch from overseas despite it being a U.K. website, meaning you have additional wait time for the parcel to go through the international delivery process and customs. You only receive tracking for the U.K. end of delivery meaning you can’t actually track what is happening before it comes into the country. I’m still waiting for my order and no updates on the tracking to show the parcel has entered the country. The other issue is they use yodel which is one of the worst delivery companies. This is incredibly disappointing when you purchase a high value item - I ordered snowboard boots which are over £300 and would have expected a more reputable delivery company considering the value of the parcel. They had the cheek to offer a 20% discount code on my next purchase, I certainly won’t be ordering from them again.

1c - They work with YODEL who regularly "misplaces" parcels.

2 - The customer service team is lazy and even though you provide clear evidence that the parcel was not delivered they say that they are satisfied it was all OK. Ridiculous!

The evidence I provided showed: 1) it is clear as day that the parcel was left at another building entrance, 2) there is no record of any parcel being delivered with the concierge and 3) the fake photos the driver provided clearly shows that the parcel was left outside the building. No reasonable human being could come to this conclusion unless you intentionally want me to do a chargeback because of some laziness on your part to not process this.

Overall ridiculous experience - an absolute joke of a service.