Vans Customer Service Issues

Dear Mr. Gary H. Schoenfeld and Mr. Doug Palladini, I recently purchased matching pairs of Vans shoes for my son and me, and I wanted to share my feedback with you. I am a typical working-class individual from Providence who values comfortable and well-fitting shoes. I purchased two pairs of Slip-on, Off the Wall Vans at the Providence Place Mall in Rhode Island. While I appreciate the quality of your products, I encountered an issue with the left shoe cutting into my heel and causing a blood blister during my first wear. Additionally, I noticed a manufacturing defect in the form of a protruding string inside the shoe. Despite these concerns, I remain a loyal fan of Vans and would like to explore potential solutions for the problematic pair I purchased. I am open to sending photos and discussing options for repairing or exchanging the shoes to ensure customer satisfaction. Thank you for your attention to this matter. Warm regards, Harold

Regarding order #[redacted]5, I placed an order for 2 pairs of shoes and tracked the shipment until it was marked as "undeliverable." Upon inquiry, the shipping company informed me that my package was damaged and sent back to you. Subsequently, I received an email stating I would receive a credit. I prefer the shoes I ordered over a credit, especially since the card used for the purchase was canceled. I find it perplexing that your company did not inform me of the damaged package and assumed I would opt for a credit without consulting me. Contacting your customer service has proved challenging, as the service hours differ from what is stated, and the recording seems outdated. I have been a loyal customer and expect better service. I request a prompt resolution to this matter without losing over $[redacted] and receiving no shoes. Thank you, H. French

I recently purchased a pair of white canvas slip-on Vans for my daughter along with the Vans Water & Stain Shield spray. I followed the instructions to apply the spray and waited 48 hours before allowing my daughter to wear them. However, after wearing the shoes only twice, we noticed a spot on the front of the left shoe. When we tried to clean it, the spot turned yellow and we couldn't remove it. The right shoe looks fine, but the left one is now dingy and yellowish. I had bought the stain shield to protect the shoes and ensure they lasted, so I'm disappointed with this outcome. My daughter was thrilled to get these shoes and only got to wear them twice. I'm hoping Vans can assist with this issue.

Hello, I'm Joel from Chattanooga, TN. Yesterday, I was at Vans department store at Hamilton Place Mall to buy more shoes. I approached an employee to show a problem with a pair I bought about 6 months ago. While putting them on, the cushion around the ankle split in half as I pushed my heel in, resembling a sharp cut. The staff mentioned hearing of such issues before and suggested I reach out to customer service. I'm not sure if this is the right channel for complaints. Unfortunately, I can't send a photo. Just wanted to share my experience - this is a first for me. Despite the issue, I still appreciate your products. I ended up purchasing the new TNT Advanced prototype with Ultrakush.

I recently purchased the new suede fuzzy pink/cream platform slip-on Vans. Despite owning multiple Vans in the past without issues, including old schools, classics, high tops, and slip-ons, I’ve encountered a problem with this new pair. Both shoes have begun to split at the seam, with one side being worse than the other. I am diligent about caring for my shoes as I'm a college student and even have Vans cleaner. However, these shoes have already broken, and I fear they may completely fall apart with continued wear. I am curious if there has been a recall on these shoes, or if others have experienced the same issue. Additionally, I have photos available if needed to further illustrate the problem. Thank you for your assistance.

I am writing to express my disappointment with the Vans shoes I purchased for my son in August. After only around thirty wears, the shoes have completely fallen apart. Specifically, the canvas material has peeled away from the rubber sole at the bending point, even though the tread shows minimal signs of wear. I have pictures of the issue that I can provide if needed. Although I do not have the exact shoe name, the shoes have a rubber sole, swirly grey and black canvas upper with four eyelets. My family has been loyal Vans customers for nearly 15 years, outfitting our five sons with your shoes. We would appreciate a replacement pair for my son to continue enjoying your products. Thank you.

I've been a loyal Vans customer for over 15 years. I only wear Vans and have always been extremely satisfied with them. However, recently, when my 72-year-old father bought me a birthday gift of Vans in the wrong size, he had a terrible experience at Journeys at the mall. Despite his difficulty walking with a walker, the staff were unhelpful, made him walk around unnecessarily, and were rude when he tried to purchase the shoes. Despite his efforts, the shoes he bought me were the wrong size. When I tried to return them without a receipt, I was treated poorly and accused of stealing. This whole experience has shaken my loyalty to Vans, and I'm disappointed in the customer service I received. I hope someone can address these issues for future customers. Thank you. Sincerely, Melissa G.

I recently tried to order a custom pair of Vans shoes for my daughter featuring her very own artwork, but the order was unexpectedly canceled due to trademark concerns. After contacting customer service, I was informed that the image was flagged for potential trademark infringement. The artwork, a white rose dripping red on a black slip-on shoe, was deemed too similar to other designs found online. The rep explained I could reapply by submitting a form for review, a process that could take up to two weeks on top of the initial waiting period of 5 to 6 weeks. This delay in receiving the shoes with my daughter's unique creation is disappointing and not the smooth customization experience we were hoping for.

I recently bought two pairs of shoes from store #40, one for myself and one for my daughter, about 2.5 hours ago. Unfortunately, upon arriving home, I discovered that my daughter's black size 1.5 authentics were in the wrong box. I was mistakenly charged for a pair of red size 7.5 authentics. The store is far from my location, making it difficult for me to go back to the store to sort this out. I suspect the mix-up happened when a fellow customer was trying on the red shoes near my daughter, resulting in the boxes being swapped. The cashier may have missed the error as she scanned the box and not the shoes, given that my daughter's pair had a $35 price tag. I am hoping to receive a $15 gift card for the overcharge. Thank you for assisting with this matter. Laura W. Store#40 Register [redacted] Cashier Erika Transaction [redacted] on 2/9/19 at 12:39 pm

Dear Vans, As April marks autism awareness month, I wanted to share the significance of the puzzle piece symbol for autism. This symbol represents the complexities and the various aspects of autism. My 17-year-old sister struggles with Phelan McDermid syndrome, a rare gene deletion linked to autism. Contrary to misconceptions, autism is not a disease but a descriptive term. It's crucial to promote understanding and acceptance during autism awareness month. I've noticed that your slip-on skate shoes are particularly beneficial for individuals with autism, like my sister, as they facilitate independence. To further support autism awareness, I propose creating slip-on skate shoes with a multicolored puzzle piece design in April. A percentage of the sales could be donated to Autism Speaks, an organization that provides crucial support and resources to the autism community. These special shoes could include a card explaining the significance of autism, the puzzle piece design, and the purpose of autism awareness month. By partnering with Autism Speaks, Vans can make a meaningful contribution to raising awareness and supporting individuals with autism. Your consideration in developing these shoes would be immensely appreciated. Thank you for your time and potential support. Sincerely, Alden Rogers

I visited your website a week ago to check out the Custom Disney Van design for the classic slip-ons. Today, on 3/30/19, I returned to the site, only to find that they are no longer available. I intended to buy a pair for my daughter and myself for our upcoming Disney trip and her birthday, but now I can't. My daughter is extremely upset and has been crying over this situation. I am also very disappointed because there was no information online indicating that the pattern was limited edition. I would greatly appreciate it if you could create 2 pairs of customized shoes for my daughter and me. It would mean a lot to her as the custom Disney Vans were all she wanted for her birthday. She exclusively wears Vans, and we are loyal supporters of your company. Please respond promptly with a solution. Thank you, T. M.

I created a custom image for my Vans shoes that I ordered online two days ago. Upon checking my order status yesterday, I noticed a red X with a message saying "Image not available." When I clicked on it, I received an error stating that my image was declined without any notification. I have been trying to contact Vans customer support regarding this issue, but I have not received a response yet. I am unsure about what steps to take next - whether to fix the image, cancel the order, or if my order is stuck in processing. I am feeling confused and uncertain about how to proceed.

I encountered difficulty trying to make an online purchase. Despite verifying my billing details multiple times, the transaction continued to be declined, prompting me to reach out to customer service. This situation is quite frustrating as it has delayed the arrival of my shoes and also resulted in funds being deducted from my account prematurely, leaving me short of the intended purchase amount.

Dear Vans team, I am Theo D. from Rhode Island. I am reaching out to express my love for your shoes. I wanted to inform you about a Back to School BMX event I am hosting with my crew, Ride For Life BMX, at the end of August. Our aim is to provide helmets and backpacks to kids in need in our community. We notice many young riders without helmets due to financial constraints. I have secured helmets from Protec but would greatly appreciate backpack donations. Our group, along with my preschool teacher girlfriend and her colleagues, is looking to fill the backpacks with school supplies. Any support from Vans such as backpacks, clothing, stickers, or any other items for the event would be immensely helpful. Your assistance will help us achieve our goal and make a positive impact through BMX in our community. Thank you for your consideration. I have included my email below and hope to hear from you soon as the event is only a month away, and I aim to finalize sponsors for our promotional materials by August 1st. Thank you.

Hello, my name is Aarti. When I was 15 years old, around August last year, I bought my first pair of Vans. I was thrilled as it was my first time owning a pair. I purchased them for $65 from a well-known footwear store, and I think they are the men's Old Skool model. Although they're not entirely the High Sk8, I'm not entirely sure. Unfortunately, the red "Off the Wall" logo on the back of the shoe came off within the first week of wearing it, which made me very sad. I tried various ways to fix it, including using hot glue and super glue, but my efforts were unsuccessful. Eventually, I resorted to using an old pair of Vans from my sister to replace the missing logo with a different colored one and even painted it with red nail polish, but it still did not hold. I have reached out to Vans multiple times but have had no success in resolving this issue. Despite the logo missing, I continue to wear the shoes because they are still functional. However, I wanted to share my experience with you. The problem initially occurred on my right shoe, and now the sticker on my left shoe is beginning to peel off as well. Thank you for taking the time to read about my situation. Just wanted to mention that I have a Vans Family account too. Thanks again for your time.

I am extremely disappointed as a loyal customer who has shopped at your store over 50 times this year. I am willing to provide my bank statement as proof of my purchases. Despite attempting to resolve my issue with customer service representatives multiple times, I have been disconnected on each occasion. During my recent visit to the Town Center store in Jacksonville, FL, I had a frustrating experience trying to return items. The store manager was unhelpful, and the customer service representative promised to send a $[redacted] ecard to my email, which has not been received. Despite spending $[redacted] that day and $[redacted] over the last four months, the lack of follow-through is concerning. I am considering escalating this matter further and seek clarity on the promised resolution of my concerns regarding the quality of service I have received.

I have a cherished pair of black/rubber Vans Authentics that my dog chewed twice, rendering them unwearable. I've had them since I was 18 and now at 24, I can't find an exact replacement. I bought a similar pair of the current model, but they are not the same. Is it possible to customize a pair to match my old ones? I have photos and the serial number for reference. While I will continue to wear the new ones, my original pair holds sentimental value. Vans are my favorite shoes, so I wanted to explore all options. Thank you for your help.

October 2, [redacted] Vans Customer Service Email: [redacted] Address: [redacted] 5th Avenue, New York, NY [redacted] To Whom It May Concern: My name is Anthoula, and I am a student at Merrick Avenue Middle School. We are currently studying working laws, conditions, and child labor laws, with a recent focus on the Triangle Factory fire. The tragic event highlighted poor working conditions that led to a significant loss of life and ultimately brought attention to the need for improved working laws. In light of this, I am curious about where Vans shoes, which I often wear, are manufactured. Specifically, I am interested in knowing if the working conditions in the countries where Vans are produced are better than those during the Industrial Revolution. It has come to my attention that some countries, like Vietnam, lack adequate child labor laws, and children as young as six are forced to work instead of going to school. I wonder if children are involved in the production of Vans shoes and whether the workers are fairly compensated. Considering the average price range of Vans shoes I wear, I am also interested to know if the factory workers are paid appropriately, and if the working conditions are safe. If you are unable to provide this information, I kindly request that you direct my inquiry to the relevant department. Thank you for your attention to these important matters. Sincerely, Anthoula Z.

Hey Vans, I'm a big fan of your products and have been purchasing them for over four years, but only recently started getting into skating and I'm loving it. I'm really embracing skate culture. My checkerboard Vans provide excellent grip on my board and have been keeping me safe, but they're starting to show wear and tear. Additionally, my long sleeves are getting torn from falls. I was wondering if you could help me out with some replacements - I wear an x-small size and 7.5 in men's shoes. Thank you so much in advance, I appreciate your support and keep up the great work! SKRT SKRTT. Best, Jacob C. [redacted] Store Hill Rd Old Westbury, NY [redacted]

I purchased a pair of Old Skool Vans about three months back. I've noticed that the rubber and fabric parts all around the shoes are starting to come off, despite them being relatively new, and I do not wear them frequently. I'm disappointed by this as my other Vans, which I wear often, have held up well. I'm unsure how to address this issue, but I hope there is a way you can assist me with this matter. Thank you.