Complaints

This profile includes complaints for Vuori's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vuori

  5600 Avenida Encinas STE 100 Carlsbad, CA 92008

• 

  Vuori

  625 S Coast Hwy #101 Encinitas, CA 92024

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.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  One of the worst experiences Ive ever had shopping online. Ive been a Vuori customer for years and have bought thousands of dollars worth of clothing inside their stores and recently moved, and the current city Im in doesnt have a Vuori store, only a Lululemon one. I decided to place a large order worth over 1000 dollars and some how the package went missing. I contacted Vuori about this and was told to ask my neighbors if they had received the package, which none did. They had also said that they would file a claim for me if I couldnt find it elsewhere. I emailed them the morning of the 26th letting them know I wasnt able to find the package, and some how they magically filed the claim, **** investigated it, and denied it all in the same morning? Im not an expert in lost package claims but in my small experience of packages being lost or stolen it takes at least a few days, not 2-3 hours for it to be investigated and resolved. This makes absolutely no sense at all, but what makes it even worse is that Vuori refuses to even acknowledge that theyre quite obviously lying to me about filing the claim, and have been absolutely no help whatsoever through this process. Oh yea, I forgot to mention that my neighbor and I checked their cameras and no **** delivery service came by that day, so obviously no one delivered anything to me. All Im asking for is a reshipment of the package and they can hold it at the **** facility so I can pick it up and make sure I will actually get it, but they refuse to even be of any help. All they do is repeat the same line over and over, we are unable to process a refund or reshipment. There wasnt even a picture taken at delivery, and again cameras show they didnt come by at all that day. Im highly disappointed and am sad to say but Im never going to shop at Vuori again after years of shopping with them. This my first online order and everything goes wrong immediately, and they refuse to even help. Very disappointing.

  Business Response

  Date: 03/28/2025

  This customer's order was confirmed to be delivered with no issue to the ** Box address listed for the shipping address. The billing address is a home address. 

  Customer Service completed an investigation with the **** and they concluded that there was no delivery issue to the ** Box, not a home address.

  Customer Answer

  Date: 03/29/2025

  There was no delivery to my home address or neighborhood mail box. The **** Box information is there incase **** delivered it to my neighborhood mail box, which most of the time they do if the package is small enough. With all the items in this order being shipped in one package it would most definitely be delivered to my front door, which again after reviewing the cameras no **** delivery person came by at all that day. Also, its very blatantly obvious that you guys are lying about the **** investigation, please explain how you guys filed a claim and got the resolution all within 2 hours? Makes absolutely no sense at all.

  Business Response

  Date: 03/31/2025

  Based on information provided to us by our fraud and security team about this transaction, we will no longer entertain complaints about this transaction. 

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 received a pair of Performance Joggers by Vuori as a gift for Christmas. Unfortunately, they started pilling after 1 use, so I reached out to customer support for help. I filled out their performance request form, answered their questions, and the customer support agent **** said she would replace the pants. This is shown in the email attachment. A couple of issues here: Vuori pushed me multiple times to reach out to the gifter, who happens to be an ex-boyfriend's mom. For many reasons that are personal, that is none of their business to know, I will not reach out to her for her email or for her to return the item. Secondly, they redacted their promise after looking up her phone number. Apparently, she has a discount code which makes my request null. As a business, they made a promise and redacted it which is poor in a lot of senses considering I am just looking to replace a pair of pants that aren't performing correctly. They were insensitive to my request, insensitive to my situation (which they should have never pressured me multiple times over email to reach out to her), and I even called to discuss this further, they weren't willing to help me.

  Business Response

  Date: 02/06/2025

  Our team offered to make an exception and provide a refund in the form of a Gift Card for the amount that was paid, even though it was gifted by a member of our V1 Community Training program where gifting is strictly prohibited and the terms and conditions are stated on the member's application. The customer did not want to move forward with our offered resolution.
  
  

  Customer Answer

  Date: 02/10/2025

  the amount offered doesnt cover swapping out the Joggers. This was a gift and I just wanted an even exchange. 

  Business Response

  Date: 02/11/2025

  In order to respect the customer's wishes and avoid contact with the gift giver, the only option we can provide is a return to a gift card in the amount the item was purcahsed at. We offered this solution and the csutomer rejected the solution. 

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Order: ******** Tracking: ********************** I placed an order for $1,464 on 1/22/25 from Vuori, and the package says it delivered on 1/24/25, but I didnt get anything and after checking my ring camera to verify, nothing was delivered to me on that day. I contacted Vuori about this letting them know my situation and was told to wait until the end of the day on the 29th and if nothing shows up theyll offer a reshipment, as well they asked me to ask my neighbors if they had gotten anything which I did, and all said no. I contacted Vuori at the end of the day on the 29th and just received an email this morning (the 30th) informing me they wont be processing a reshipment (even though I was told I would be receiving one)? Their reasoning is Weve thoroughly reviewed this case with our shipping team and the carrier. The investigation confirms that the package was shipped correctly, and the carrier has verified that it was delivered successfully without any issues. When asked to show what was their conformation of delivery was I was ignored (potentially because it WASN'T DELIVERED TO ME) so Im bit confused on what to do from here since Im out over $1,400. Im honestly very disappointed from Vuori because my friends have been raving about how much better this brand is than ********* but honestly every single step of the way this brand has been BY FAR the worse of the two. If I could go back Id 1000% go back and spend all the money at ********* where Ive NEVER had a problem with them actually delivering my items to me.

  Business Response

  Date: 01/31/2025

  Our team has been in communication with Mr. ****** Once he confirms his address, we will be re-shipping his order at no additional cost. It appears there was an address issue and that is what caused the missing marked delivered package.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 own several Vuori products and have never had an issue with the quality of their merchandise up until now. I purchased a pair of the Clean Elevtion leggings in November 2023. I have probably worn these leggings a total of 20 times since purchasing and the waistband has stretched right out!! There is a large gap in the upper waistband. I purchased a different pair of leggings (All the Feels Legging) as part of the same order in November 2023 and have not experienced the same issue. Those leggings fit completely fine and have not stretched out at all. In fact, I wear them more frequently than the Clean Elevation legging. I submitted a product inquiry looking for a replacement, as a pair of $130 leggings should not stretch out after 6-12 months of wear. Especially when they are worn periodically and not daily. ******** is the agent who looked into my product inquiry and denied my claim. I submitted photographs of me wearing the clothing to show where the waist gap is. There is a close up of my waist line in the photos, as this was the only way to show the obvious waistband gap that developed. Given the nature of the photograph, I feel it is more appropriate for a female to review my case and not a male college kid with zero customer service experience. Secondly, ******** decided to decline my request for a replacement pair stating their clothing is only returneable for "120 days." So Vuori is telling me that a $130 pair of leggings should only last me 120 days? This is ridiculous. ********* stands by their products and would never treat customers this way. I have purchased at least ***** Vuori products for my husband and I over the past few years and this is my VERY FIRST inquiry about a product issue. I am clearly not abusing any sort of return policy here.. DO BETTER.

  Business Response

  Date: 01/15/2025

  We have processed a full refund back to the customer for the Clean Elevation Leggings that are having the stretching at the waist. We also provided a 25% discount for a future purchase.

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 8 shirts from Vuori on 12/8/2024. The total amount was $458.30. **** tracking (**********************) states it was delivered on 12/11/2024. When I arrived home from work on 12/11, I did not find the package and there was no picture showing a delivery location. I contacted Vuori on 12/12 and was told via email my concern of not receiving my package would be addressed by another team member. On 12/12, **** from Vuori Support team asked me to verify my address and sent the following in an email If you are not able to track down the package by the end of the day 12/16 please reach back out and we would be happy to reship your order at no additional cost with our express shipping method. On 12/16, Kanela asked if I received my package before she sends out the replacement order. I still hadnt received my package and since I was about to leave on vacation, I requested I get a refund so I didnt have a package sitting outside my house for a couple weeks. I was told by Kanela I had to wait until 12/18 and if the package didnt come, I would get a refund. On 12/18 I emailed Vuori back and told them I did not receive my package. **** responded with We have investigated this case with our shipping team and the shipping carrier. Our shipping team confirmed this package was shipped correctly and the claim with the carrier reflects this order was delivered successfully without any issues.After further investigation, we cannot reship or refund any orders. Please file a claim directly with the carrier or contact your bank to seek different alternatives for this.This issue is my $458.30 order was shipped by Vuori with only $100 of insurance through ****. **** has denied the claim so I do not understand how Vuori was helpful up until 12/18 and then turned their backs on a supporting customer.

  Business Response

  Date: 12/31/2024

  While we want to assist this customer, this is the second time a similar issue has been reported by the same customer within 40 days. The first incident was for an order with a value of $642 on November 8th, 2024. The customer stated they never received their order, we reshipped the order, but canceled the shipment and refunded the original method of payment at the customer's request on November 15th, 2024. The customer stated they would go into the store to repurchase the items, but never did. 

  When the customer reached out a second time, we started to see a pattern and will no longer be able to assist this customer. 

  Customer Answer

  Date: 01/02/2025

  Greetings,

  Thank you for your response. I understand the perception; however, I did go into the ******, AZ store and repurchased 3 pairs of pants. Please reconsider your decision as this was not my fault and a mere coincidence both packages were either lost or stolen. 

  Business Response

  Date: 01/02/2025

  We will be happy to help this customer with reshipment of their purchase when they are back in town. We will reach out to the customer via email. 

  Customer Answer

  Date: 01/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business reshipped 7/8 items and refunded me the remaining item since it was no longer in stock. This complaint is resolved.
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have tried and tried to contact this business. Im trying to return two of the items and fill out the return. They will not send me a return label. The phone number to call literally hangs up on you every time you call. I have tried no less than 15 times to call them and I have also emailed them, but you cannot even email them because it will not let you submit it. This is the worst customer service ever.

  Business Response

  Date: 12/11/2024

  **************** was able to speak to ****** and send her a return label, due to the return portal on our website being down. She will be refunded once her return is processed at our returns facility.

• Initial Complaint

  Date:10/28/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Placed this Order Number: ******** on Oct 18 for 6 articles of clothing. However, package was damaged on delivery from some sort of rain it went through. Tape was partially falling off and the there were items that were missing. I reached out to Vuori with pictures of the damaged box as well as the items that were missing. Vuori refused to take responsibility for the missing items and would not help me with the claim as I mentioned that they I can not file a claim as the shipper needed to initiate that. This is not a merchant I would ever purchase from again.

  Business Response

  Date: 10/29/2024

  This customer said they are going to file a chargeback. No further action needed.

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 attended the ********* IRL: Vuori Flatiron x *************************** (Sept 17) in *** at exactly 6:05 PM. Came out all the way from ******** to attend this class. I was greeted by a person that works for Vuori. But dont know his role or title in this. He was the only Vuori representative there. I heard from other Vuori **************** that a yoga mat was given to the participants (not just provided) after the ********** looking to get in shape & wanted to try out a *************** for Vuori. There were a lot of ppl that didnt end up attending either & I turned down another event that did offer something guaranteed.I was given no waiver to sign in advance unless the ticket was the waiver in case I got hurt (b/c instructors in almost every class I been to usually ask what everyones limitations are so that they dont push themselves too hard and I do have bad knees & a semi ankle inflammation (that I can always prove) & that also didnt happen. The instructor was very intense & purposely made me & some other ppl do way more than others (at least toward the end). I tried as hard as I could to do the very difficult workouts (which I would also suggest to add a level to them). I was very winded by the end of the class on the rooftop. I politely asked the male (I do know his name but rather say it whenever Im contacted about this) about taking a mat home w/us (since they are used) & he politely declined me. But there were 2 girls in the front of the class that argued w/him & very adamant on getting the yoga mats (which they did). He did not tell them to leave & pretty sure they said something like that they are fitness influencers, even though this a semi public RSVP event. I really had to rest @the rooftop & both were very persistent staying on the ********** there was only me at this ************************************************** I stood at the lobby of the building & while I dont have a pic of one w/of the mat (pretty sure the cameras caught it) her tucking in a mat w/a big bag

  Business Response

  Date: 09/19/2024

  We have reached out to ************************* via email offering a new yoga mat.

  Customer Answer

  Date: 09/19/2024

  
  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:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have had only positive experiences with Vuori in the past. I decided to get a new tracksuit before leaving for a trip. Less than 2 weeks after buying I have a hole in the pants.

  Business Response

  Date: 01/04/2024

  Hi ******,
  We received a complaint from the BBB and I can't locate any previous reach from you in regards to your product issue.
  I am so sorry to hear you are having an issue with your gear. To ensure you get the best help, we have a team of product experts who can take a look at what's going on more closely.
  I did attach the photos you sent the BBB and unfortunately we cannot use these to resolve your issue.
  Please fill out our Product Form for your product you are experiencing an issue with.
  Product Form: ****************************************************************************
  Your submission will go directly to our team of product experts. They are a small team and will follow up with you within 3-5 business days once this form is completed.
  I look forward to hearing back!

• Initial Complaint

  Date:12/16/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Placed Vuori order #******* on December 8, 2023; When I received the package, it was missing the seaside hoodie and essential hoodie and my hunch is because the package was partially sealed with part of the glue dried out. I reached out to Vuori rep on Dec 11th, same day it was delivered and ******* said the relevant Vuori team would reach out to me to follow ** in 2 to 3 business days. Its been 5 days since then and I've received no response. I've tried to follow up and email them but nothing. Its completely unacceptable. I don't appreciate their lack of attention to detail when packing my order and probably the reason why some items are now missing! I was hoping to get the items reshipped, but given the lack of response I'm asking to be refunded!

  Business Response

  Date: 12/19/2023

  We refunded this customer for the missing items 12/18/23. See message sent to him below.

  4:40:42 PM
  Hi **,
  Thanks for your patience here! Our team is working hard to catch up with a high volume of reach out and appreciate your understanding.
  I've gone ahead and processed your refund for the two missing items. Funds typically take 3-5 business days to arrive back to your original method of payment. Keep an eye out for a separate refund confirmation email.
  Your next order with us will have free ground shipping and the same 20% discount applied to full-priced items. This will automatically apply by checking out under the email: *******************
  It will be applied in the last step of the checkout process and reflected in your confirmation email.
  Don't hesitate to reach out if you need anything else!