Vans Reviews 

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!

Ordered some items as Christmas present totaling £146. Advised 2 days later it had been shipped but no further updates for a week, bearing in mind the customer promise for delivery is 3-5 working days. Tracking via Yodel hadn't updated for 3 days either. I left it a further 48 hours and I got an email from Yodel advising my parcel had become lost in their network and to contact the retailer.

I originally spoke to a Petra who advised the parcels were not lost and advised they were showing as out for delivery via Yodal, blatant lies as I was looking at the tracking, then they stopped responding when I questioned the misinformation.

I decided to call and the person advised they would open an investigation with Yodel and I would hear back within 48 hours, 4 days later and no response.

I forwarded the screenshots of the emails to Customer care at Vans and I was lucky enough to get the wonderful Petra, who yet again gave me further misinformation.

So in short, I placed an order on 23/11 and it's now 09/12 and I am £146 out of pocket with no further funds to replace the items and I'm going round in circles with, possibly the worst customer service I have come across.

DO NOT BUY FROM THE VANS WEBSITE, as you risk being out of pocket with nothing to show for the money you spend. I'd advise buying your Vans products from another online seller.

Thanks Vans, for taking my money, bearing in mind I'm a single mother and not having gifts to give to my loved ones and sadly, I don't have the extra funds to purchase more whilst you refuse to sort this out.

I hope your Christmas is as abysmal as your customer service.

UPDATE - Received items 27 days after order placed and immediately returned due to the delay and lateness of the delivery. After 14 days I contacted customer service as my refund hadn't been processed and they advised and sent an email confirmation that my refund had been processed. It is now 5 weeks since I returned these items and my refund hasn't been processed and customer service are unwilling to help with the matter.

Ordered 7 days ago, no communication, no updates…. Still with Vans when I check tracking.
Spoke to Customer Services “really hard job” no use whatsoever. Asked to cancel order, asked for a refund, no updates.
No email address, zero Customer service!
STAY WELL CLEAR!!

Ordered some trainers last week. It says they have been shipped but they haven’t arrived. I’ve contacted yodel about this who have no information and have told me to contact vans who I have had zero communication with. I’m really unimpressed with the service. Would like my money back. I will never be placing an order with Vans again. Stolen my money, cannot get in contact with them. Awful customer service. Do not order with Vans

MTE Sk8-Hi Waterproof Shoes
Size: 12
Color: Tan

I have been wearing them for two days and the fabric is already coming off on both shoes at the top.

ordered some trainers, got an email the next day saying its been shipped. 10 days later it finally arrives. ordered some trainers from a different site about 5 days after ordering from vans the pair from a different site turned up the next day. dont think il be using vans site any more, no customer service's and the slowest delivery ive seen for a long time,

Update Nov 14th.
If you choose next-day delivery, Vans uses DPD.
This is excellent and well worth the extra cost.
After the nightmare of Yodel, I'm bumping up to three stars.

Ordered from Vans on Nov 2nd.
Delivery notification on Nov 7th.
Nothing was delivered.
Nothing on the 8th, Nothing on the 9th, Nothing on the 10th and now no delivery tracking information on the 11th.
I wasted one evening and three days waiting for a package that never arrived, so thanks for that.

Vans chose Yodel as their courier. That alone deserves a zero-star rating.

Placed an order, item received was damaged from the warehouse and was told I needed to return and raise another order, as an exchange is not possible for online orders or request only a 'partial refund' for a defective item.

Tried to make a simple online purchase (tried different devices and payment methods) but system failed. Contacted customer service and was told twice that someone would come back to me, they never did. no service at all

Their sizing is all over the place. As a general rule vans have very small toe boxes evidently designed for a fashion style that went out in the 1800's. If you have foot shaped feet and your toes are three dimensional then you may struggle to get a good fit. I've also had smaller sizes that are bigger than the next size up. How does that happen??! I guess they are making in multiple factories with little quality control. The website is utter rubbish and seems to really struggle loading stuff. I've been trying to login into my account for 3 weeks now. If you do find some that fit then they are good quality. But it should not require numerous returns to get the right size. They use Yodel for both delivery and return. My local Yodel guy is really good. But the returns shop are poor and lose stuff for several days.

The worst service I’ve ever received shoes were lost and not delivered but vans claim that they were delivered so will not receive a new pair of shoes which were for my 1 year old daughter.
Absolutely appalling