Under Armour Factory House

This location is located in a very busy plaza with numerous other stores. It’s an outdoor shopping layout. I had a return to do, and found the staff were fast and efficient. It isn’t that big, and I prefer the location in Vaughan, but it’s a good spot if you’re in the area. They do offer free shipping if you can’t find your size.

RUDE Management!!! AVOID this store! I purchased the project Rock headphones from Under Armour online on April 20, 2022 and paid by visa debit online. I walked into the store on May 18th to return the headphones, the girl checked everything in the box and confirmed everything was fine and started to process the return. The girl was very lost and needed to keep calling her manager to check what she was doing. (Not a huge concern but took long) then when I went to tap my visa debt to receive the return she said “oh we don’t do returns on a Visa debt because we are an American system. But we can put the money back on a credit card if you have one” I said I don’t want the money back on a credit card because that’s not how I paid for this item, I want it back on the debit card I paid with or alternatively give me cash. She of course called her manager and her manager didn’t speak to us and told the girl to tell us they can’t do it. When I started asking her why not, and that online it states we can return an item purchased online in store it did not say any of this information. The manager popped into the conversation and started to show attitude and was being very rude with her communication. Mind you all I am asking is to receive the refund in the SAME exact method i paid. She told me well it’s a system issue right now and don’t know when it would be fixed so we can’t do it. I called her out and said your employee told me it’s due to it being an American system and you are saying it’s a system issue, so which one is it. She continued to be rude and said well it was a miscommunication. Again I needed to highlight that it wasn’t a miscommunication and we know what we heard and what was said. She then changed her tone and said she will call head office to see what can be done. She spoke to them and came back and said the same thing that nothing can be done other than putting my $200 on store credit and I can call customer service. Why would I settle for a store credit for an item within its return period??? Overall this store is terrible with terrible customer service. Please do yourself a favour and go somewhere else. They were also standing by the door 30 mins before close rolling their eyes every time someone walked in.

I wanted to leave a review about this location. I love it. I will be back time and time again. I was in this location many times but on Sunday March 26 I was beyond impressed. There was the store manager (female one) whom I’ve seen and dealt with many times and she ALWAYS goes above and beyond for not only me but anyone I see her interact with. She’s always got a smile on her face and is always well put together. This day me and my wife were blown away…..She was helping about 5 of us on the floor and did it all while answering her staffs questions and everything else happening in the store. All while still smiling. I tell everyone to go in and see her and she will take care of them, and she’s always there. She even tries to let us know when there are any items we are looking for maybe coming in. Under Armour you need to make sure you give her a raise and keep her. 😁