ComplaintsforVuori
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
12/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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!Initial Complaint
11/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have never done any business with this company (and from the behavior I have observed, I never will), but they somehow got my name and address and have put me on their postal mailing list. I have contacted them several times over the past year or so requesting to be removed from their mailing list. All of my messages have been ignored. They can't even be bothered to respond, but I continue to drop their unwanted catalogs directly in the recycle bin.Perhaps being contacted through this channel will persuade them to stop ignoring my requests.Business response
11/13/2023
Thank you for bringing this to our attention. I have unsubscribed this customer from our catalogs and put them on our do not mail list. I also sent an email confirming this to the custuomer.
Thank you,
*****************************
Customer Support Manager
Customer response
11/13/2023
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
08/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the Vibe Elevation Legging from Vuori. Unfortunately, after very minimal wear, these leggings have started to fray at the hems and come apart. Additionally, I feel like they no longer fit as snugly as they once did and are sagging in places. These appear to be defective. I am extremely disappointed in the quality and would like to exchange these for a different pair as these are no longer wearable. I have contacted the company and they have not offered a solution to replace this leggings which I am unable to wear now.Business response
08/30/2023
Hello,
We are waiting for the customer to follow our product defect process and sent the email below to her on 8/30. Once she replies we can assess and assist her from there. She was also offered a 15% discount as the leggings were purchased October 18, 2021. Order 2987652
Hi there,
Im so sorry to hear about your Vuori gear!
I'd like to have our Product Team take a closer look. To help them, please provide the following details:
1. Full-length photo of the item (off-body, lying flat)
2. Clear photo of the issue
3. Close-up photo of the small white inner size tag (so we can see the ** # listed)
Once provided, you will hear back with a resolution from our Product Team within 5-7 business days. Please note they respond to messages in the order in which they are received; to ensure a **************** we kindly ask that you wait for their reply as writing in multiple times may result in a longer wait time.
We appreciate your patience and understanding!Initial Complaint
08/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned a polo shirt a month ago. I have contacted the company 3 times to no avail. Their system shows they received my return, but they have not refunded me yet. Their phone number just hangs up on you and if you send an email they say if you send another one, your wait starts over.Order# *******Business response
08/11/2023
This refund was sent back to their original method of payment which was a gift card on 7/13. Sent customer their digital gift card number again via email today.
Hi ******,
I'm happy to help! This refund went back to the same Vuori Gift Card you used to pay for this order on 7/13.
I've just resent that Gift Card code to ****************** in a separate email. Keep an eye out for it as those emails can sometimes land in spam or promotions folders.
I'm here if you need anything else. ??
Don't hesitate to reach out if you need anything else!Initial Complaint
08/03/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Placed a Vuori clothing order on July 4 2023. Order #******* $130.81 which ** told has been delivered Friday July 28 which it has not. They have no means to contact them no customer service and online reviews will concur. Many people have not received merchandise ordered.Business response
08/04/2023
Hello,
We have resolved this issue for the customer. Please see our response sent to her today.
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.
The Vintage Ripstop Pant | Dogwood is now out of stock, therefore, we are not able to send you a reshipment of that item - I'm so incredibly sorry about this!
The refund for that missing item was credited back to the original payment method on 7/11. If you would like to snag something else, your next order will have a 20% discount applied to all full-priced items and free ground shipping. This will automatically apply by checking out under your email: ******************************
We show the Daily Sport Legging | Graphite was delivered on 7/28. However, you advised you have still not received it so I have placed a reshipment today order *******. So sorry for the delay!I appreciate your understanding and support. ??
Customer response
08/04/2023
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
06/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Chased company for a week to get a refund on returned items. I kept hearing about system upgrade and delays. Then I received only partial refund. I called to ask whats the reason. The employee told me that they didnt receive rest of the items. When I asked to submit a video footage / proof of them not receiving the rest of the items, he started laughing. This is unacceptable for the prices we pay. Now they want me to pay for items I havent received and dont have from them.Business response
06/21/2023
Hello,
I have reviewed the customer comments in our system and although we cannot verify that this customer returned the remaining 5 items as our returns team has no record of them being returned. We are going to refund this customer as a courtesy. I have sent an email to this customer notifying them that they will receive their refund in 3 to 5 business days.
Thank you,
*****************************
Customer Support Manager
Initial Complaint
05/24/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
They are refusing to change the shipping address for the order I placed, I called them 5 minutes after my order was placed and they said there was nothing that they can do and will ship to someone else house instead. I will never purchase from them again, first time and now last.Business response
06/01/2023
This was resolved today please see our message to him.
Hi ****,
Thanks for confirming this. Not to worry, instead, we have created a complimentary reshipment order to the new address provided!
Your replacement order has been processed under reference ID: *******
Keep an eye out for a tracking email for this new duplicate shipment that will be sent in around 3-4 business days once it has been packed at our warehouse. This is going out via expedited shipping so once the carrier has the package it should be a short transit time to your address.
The original order will be shipping to the address entered at checkout so please disregard the tracking you receive as it will be inaccurate.
We only ask that you let ** know if you're able to get your hands on the original shipment, that way we can issue a shipping label for you to send back for restocking.
As always, we sincerely thank you for your patience and support, and don't hesitate to reach out if you need anything else!Response from customer:
******************************
I see your new response, I will wait for more information, thank you.Customer response
06/01/2023
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
05/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered 2 pants that do not fit and am trying to return through their website and continue to get an error message. I have emailed the support email provided and they continue to direct me back to the website. This is obviously an AI response and no one is reading the email. I want a free shipping label sent to me to return these items for a complete refund. I have attempted to use the website for the past three days.Business response
05/30/2023
Hello,
We have sent the customer a return label so she can return her two items.
Thank you,
*****************************
Initial Complaint
03/16/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed a gift order on 3/15/23 to be shipped directly to my friend. There was a new purchase discount code offered of 20%. I selected the items and put them in my cart. Following the prompts from their system, I added the discount code and it showed on the invoice. Then I was directed to payment information/verification. I was asked to confirm purchase and I did. Once completed, the receipt did not show the discount (about *****). I tried immediately to cancel and restart but there is nowhere on the website to do so. I emailed and received a canned response and that they would reach out. I opted for the free shipping (****) days so I know it wasnt processed yet. I was informed they would not honor the discount their system removed nor was I allowed to cancel. **** returns are great but that puts me in a weird spot with sending a gift to a friend and then saying Oh, you have to send that back. I tried working with them but all you get is canned responses, no actual people. Its frustrating since I feel taken advantage of. They use system limitations for every answer. Awful customer service. I just hope the bra and leggings are actually worth the money I paid. I will never buy, refer or trust this company again. Clearly they are not customer service-friendly and only out to make a bigger buck. The coupon is a bait-and-switch which should be illegal!!Business response
06/12/2024
Our Resolution: None, there was no email reach out from the customer to the CS
Team. Their 20% discount will automatically apply to their next order under the
email ***************************
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Customer Complaints Summary
16 total complaints in the last 3 years.
12 complaints closed in the last 12 months.