Vans Australia Online store

Terrible online customer service. I needed help with a discount code I had received, when I applied it to my order it showed as inactive. The shoes I was buying were $200 and not on sale, so there is no reason why the code shouldn't work. I contacted the support team and spoke with Tasha, spent 40 minutes with her to and left with no resolution.… Read more

All she offered in the end was a new code for "free shipping", however the item was already eligible for free shipping as it was over $150.

Incredibly unhelpful and disappointing service.

Absolute worst! Had a fault with my shoes and they refused to except a return!! Didn’t even bother asking the problem!! Just acted like I was making it up!! Have lodged a complaint with office of fair trade! Don’t know how they get away with this!! Maybe if everyone starts doing it they will wake up!!! Show details

Happy Vans customer – I ordered 2 pairs of Vans plus set of 3 pairs socks online. My first pair arrived early the next day, then the other pair and socks the next day. Excellent service and fast delivery! Can't wait to start wearing them, as I've found Vans to be very long-wearing and comfortable - they've always lasted me years. Looking at some of the negative… Read more ·  2

reviews here, I hope mine are put together as well as my last ones - these new ones do look very well made! (If they fall apart, I'll do another review)

Nonexistent customer support – Tried to sign up for the 10% welcome discount. Never received the email. Trying to contact, however only option is by email or chat function. Chat function is like talking to a brick wall. Over 30 mins waiting for a consultant to even ask me a question. Now after seeing so many bad reviews, am abandoning my cart. Absolute trash service has turned me right off this brand.

Worst customer service but love taking you're money – If I could give no stars I would. Worst customer service my mother in Ireland ordered vans for a birthday gift for me. After 2 weeks post birthday waiting to see if they would arrive we decided to contact them as the last notification on the postal app on 8th November said label created by sender (vans) and that was it no other form of locating.… Read more

Vans then said we'll get back to you after we Investigate which was a week ago and after two.more emails sent looking for an update, radio silence. I will never again support you and my mother will be opening up a payment dispute with her bank.

Worst customer service I've encountered anywhere – I've never left a review (good or bad) for anyone before but it seems like this is the only way I will actually get a response from Vans online customer care, which seems nonexistent. Bought a pair of Ultrarange Exo MTE shoes online (I live nowhere near a store). I wanted the warm weather version as I live in a warm climate and my feet overheat… Read more

easily. Found a pair and the product description said that the thermal lining had been replaced with a "breathable mesh package" to transfer heat out of the shoe. I was a bit cautious because the actual shoe name did not contain "WW" (ie warm weather) so I double checked with someone on the chat who confirmed they were the same as the WW shoe. Well, they arrived and guess what—they're COLD weather shoes, lined with Primaloft and 'cold weather' tags all over them. Obviously I want to return them but don't think I should have to pay for the return shipping, as the fault is in the product description (which presumably was lifted from another page and plonked under this shoe). If the correct description had been there I never would have bought them. All I've had so far is the generic "sorry for your inconvenience" and a link to buy a return shipping label. All other emails have gone unanswered, and have been put on hold on the customer service line for what felt like forever, only to be hung up on because "all our team are offline". Not good enough Vans! I own half a dozen pairs of Vans and have always been a huge advocate but this customer service is the worst I have ever experienced. Don't buy from here unless you are a million per cent sure of what you're getting.

Shoes fall apart in 3-4 months and they offer no warranty support – 4 months old shoes. $150. I wear them casual and indoors and the soles and behind the heal all fell apart. Submitted a warranty claim and vans support told me this is normal under their manufacturing standards and they won't be helping. Terrible for such a major brand. Buy converse instead or just stay away!!

1 shoe is different inside and causes blisters, denied swap for new pair – After buying a pair of vans from vans Australia, 1 shoe has a defect inside that has caused bad blisters from 1 use in which I wore them for 20 minutes. I was sent an email saying they won't supply me a new pair as I can't take a photo of the inside of the shoe, this is terrible service I'll be contacting fair trading. One shoe has a clear defect inside as you can feel the difference. Show details

Online customer service stopped responding – I tried to order online using afterpay. During the payment my transaction dropped, it charged my afterpay but the order never completed. I contacted customer service and provided the info of transaction that afterpay provided as the vans sote never gave me an order number and vans said they would process my refund. This was a month ago. I've… Read more

attempted numerous times to contact them since to ask about the refunds progress and have since received absolutely no response. I attempted to contact live chat who said I would receive a response in 24 hours...that was a week ago. I'm coming up to my fourth payment with afterpay for something I never received. I've been a fan of this brand since I was a kid but this has really put me off.

Wrong size shoe looking to refund and re prder – Vans Australia customer support never responded to a refund before my order was processed.I have no idea how I am going to return and get a refund on the wrong size pair of shoes Show details

Product OK, customer service terrible after they didn’t send the complete order – I ordered two pairs of Vans on the 12th November. One pair arrived a few days later. I then received an email stating my order was complete. Emailed customer service on the 18th November, with a picture of the parcel received which you could clearly see was a single shoe box and enquires why I had only received one pair of shoes not two. I… Read more

received an email follow up a week later congratulating me on receiving my order as per tracking and they hoped I enjoyed them! Emailed straight back as they seemed not to understand my issue. I received no response. Started a web chat a week later and the person online assured me that they could not help me as the original person was handling it and would be in contact very soon. I again stated that I was unsure if they even knew my issue to be able to investigate it. I was assured that I would receive contact very soon. I was also promised a supervisor would email me regarding this issue within the hour and I never heard from them. A week later again (18 days after original email!) I finally received an email from the original customer service representative asking me to wait and be patient while they investigate. I’ve waited almost three weeks! Terrible customer service and no one can deal with it except the original person who picked up my query! The half of the order I received was ok quality, but the customer service for the item not received has been terrible and frustrating. Lack of communication, despite me emailing daily asking for an update, any update? I cannot recommend Vans Australia, their customer service when something goes wrong is the worst I have ever experienced. The simple lack of communication means I will avoid them at all costs in the future.

Do not purchase anything directly through vans australia – Vans mislabelled my orders address so was sent back to their warehouse. It took me days of trying to get in contact with them. Kept getting pushed to the side with their automated responses and non helpful help page. Upon finally getting through to them after a week of solid trying. I was told they would not resend my package and would refund me… Read more

for the shoes but not the express shipping I paid for. Tried recontacting them in regards to the matter only to not be responded to again. Their incompetence and poor business management is not worth anybodies time. Will not ever purchase through them again.

Poor quality shoes that don’t last – Purchased their new Ultimatewaffle shoe in September for a casual occasional shoe. Wore it 2-3 times a week so 30-40 in total as a smart casual shoe. After this limited use the waffle fabric separated/tore on the top front of the shoe. Raised it with customer service but was fobbed off that this was fair wear and tear. So $180 shoes should… Read more

only last 30-40 wears….very poor quality materials in that case. Have been a long term customer but after this will never buy Vans again.

Vans Shoes are tomorrow’s imminent Landfill – Bought a pair of Vans Geoff Rowley Pro skate shoes in June 2020 and straight out of the box they were very uncomfortable to wear (comparable to Dutch wooden clogs) so much so that I decided to only use them as occasional dress shoes. Fast forward to 3-weeks ago and I decided to brave the discomfort to justify the money spent/resources used and… Read more

wear them at my retail job. With barely 2-proper weeks of actual wear/use they started to come apart around the front and upper sides of the shoe. Contacted the Vans customer service dept as I have never owned a shoe so poorly made and they wanted photos of the leather separating from the rubber. Got an email back saying and I quote: ‘Damage has been caused to the shoes by general wear and tear’. Bear in mind this is supposed to be a top of the line professional skateboard shoe designed specifically for activities beyond ‘general wear and tear’. Tried calling them directly to get this rectified and again I get palmed off with a email saying I should go and take it up with the Consumer Advisory Board, which just means more jumping-through-endless-hoops for me. Don’t buy these poorly made shoes, they are a waste of the worlds resources and time and Vans doesn’t even have to conviction to stand by their products or listen to their customers who directly enrich their wealth.

P.S. I am a skateboarder and I never even got a chance to use them for what they are designed for.

They will be going into the bin...an utter waste!

Revived the wrong size and also haven’t received my refund – I receive my order only to see that the shoes were the wrong size so I did a return on the shoes hoping to get my refund a week later (maybe 2) however it has been 4 weeks with no update on my return and no refund! I’ve written emails to customer care and with screenshots of my receipt and unfortunately have not received one single email back nor my refund!!!! Show details

Old Skool sneakers - Vans sent the wrong size – Purchased a pair of Vans sneakers for my adult son size 9. Sent the wrong size which is a size 5. Vans wont have it, told me I ordered a size 5. I have now read other review where this has happened to other people. Now I am out of pocket for delivery of the sneakers and now the return cost as well. Vans are just not worth the headache you get in… Read more

trying to deal with them when things go wrong. Whilst I like their shoes I will just not be buying from them again. Too many other options our there where you will not get ripped off.

Terrible service – I bought a hat and other things for Xmas for my daughter they left security tag on the hat. I emailed them straight away, took them 2 days to reply to email , finally got response saying I have to send it back, I still want the hat, the so called customer care basically said I have to send it back to get security tag off and they were ment to… Read more

send me a email and a control return form today to send it back and I had to make a special trip into the post office to send it back.. just called them after waiting 3 hr and still no email and they have all gone home and cant do anything till Monday maybe. . Worst customer service Ive ever had. wont be using them again

Incorrect size sent out - Old School sneakers – Purchased a pair of $130 Vans sneakers for grandaughter womens 6:5. Sent the wrong size, 1:5 sizes smaller than ordered. Vans wont have it, told me I ordered a size 5, told them to check my order which states a 6:5 not a 5. They tell me maybe the problem is with grandaughters current vans her shoes have stretched in length. I advised the… Read more

size 5 they sent is too small for her foot size. No matter how I explain the small sizing of the shoe, they will not pay for any return postage nor accept that the sizing on the tag of the shoe could be wrong. Trouble is, the size 5 looks like a youth sizing in a sneaker. I''ll return the small sneakers at my cost but they have lost a customer. My grandaughter later advised previously they had been given 2 left shoes on previous purchase of Vans. Vans are just not worth the headache you get in trying to deal with them when things go wrong.