Complaints

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

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  Asics America Corp

  7755 Irvine Center Dr Ste 400 Irvine, CA 92618-2904

• 

  Asics America Corp

  29 Parker Ste 100 Irvine, CA 92618-1667

• 

  Asics

  549 Wingo Road Byhalia, MS 38611

• 

  Asics America Corp

  11201 Bass Pro Dr W 105 Little Rock, AR 72209

• 

  ASICS Outlet Charlotte

  5512 New Fashion Way Ste 982 Charlotte, NC 28278-5216

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:07/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 placed ord# ASCUS45509229 for a pair of Asics Gel Kayano shoes on 05/01/23 which I received 05/05/23. I noticed a sensation like something under my foot in the right shoe. I tried multiple times to figure out what it was, including removal and replacing the insole. I decided to wear the shoes to walk my dogs and see if it would work itself out. By halfway, I was limping from the pain in my forefoot and was starting to have pain in the skin over my achilles tendon from something hard in the back of the shoe. THAT was because the foam around the top of the heel on the shoe had come loose and started to drop into the area behind my foot, exposing the hard plastic inside the shoe, which had started to wear a blister on my heel. I had a couple of trips out of town and was working in between, so I kept wearing my OLD Asics Gel Kayanos that I bought a year ago. As soon as I could, I called Asics on 07/06/23 to try to get the new shoes replaced. I was shocked to find out that I couldn't speak to the warranty ***** but had to fill out an online form and submit a litany of photos. I did everything requested, but received an email back saying I hadn't attached the photos or receipt or anything (I absolutely DID), so I reattached them to the email reply. I got an email back saying the warranty was denied because the damage was consistent with not untying the shoes to take them off. Like how in the f would that make a lump in the sole? I have tried calling a couple more times as well as firing off another email requesting that someone else escalate the issue and get me a pair of replacement shoes. At one point a phone representative was saying I couldn't return the shoes at all after 90 days or if I had worn them at all! Like it STILL HASN'T BEEN 90 DAYS AS OF THE WRITING OF THIS COMPLAINT!! But this appears to be the way Asics handles things. I started buying Asics shoes while training for my first half marathon in 2010 or 2011. At least 20 pairs and never had issues.

• Initial Complaint

  Date:07/22/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  On June 6, 2023, I purchased a pair of Asics Gel Kayano 29 shoes from Asics.com website for $140.67. They were shipped and I have had them for approximately 30 days now. I have noticed over the past week that the tread on the rear sole of the shoes is starting to peel away, which I found unusual for Asics quality standards. I contacted Asics, asking for their help in resolving this and letting them know that I couldn't find my order number. I provided my email address, which was used to complete the transaction, as well as the transaction date. They emailed back stating that I could only file a warranty claim if I had the order number since I purchased it from Asics.com. I have never run into this issue with Asics, much less been stonewalled by their customer service department. I only ask that Asics make this right by replacing my shoes with non-defective shoes. I use these shoes approximately 40 hours a week. They are used for office work (carpet and linoleum floors) and driving. That's it. I don't run in them and they aren't used for trail walks/runs. These should be replaced under warranty, but their customer service apparently has no desire to help resolve this, since they waited 2 days to tell me that I needed the order number (after telling them I can't find it). I buy 2 pairs of Asics per year. This is horrible service and, if these aren't replaced, they will be my last pair of Asics.

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered 2 pairs of ASICS Gel-Excite 9 shoes in size 7 but in different colors on 4/23/23. I did not try on both pairs since they are the same ************* The pair I tried on fit perfectly so I removed tags to both but didn't wear them til summer. When I tried to wear 1 pair they were too tight & I compared them to the pair that fit and a pair from an order on 4/18/23 of the same ************* The are smaller & seem to be mislabeled as a 7. I contacted ***************************** said they can't be returned since the tags were removed even though they are new & I have the box & to file a warranty claim. I filed claim #******** & provided pictures which clearly show they are a different size. I have 3 pairs of size 7 Gel-Excite 9 s and 2 fit perfectly. The 3rd pair is too small. ASICS denied my claim saying there was no defect. The will not concede the pair could be mislabeled. There is no other explanation why 2 of the 3 exact same style & supposed to be the same size shoe fit & the 3rd one doesn't. I have also filed a complaint with my credit card to try to recover my money. I have purchased multiple pairs of ASICS over the last few years & spent over $900 in the last year. I have never had this issue & have never filed a warranty claim. I am frustrated to pay for a mislabeled product which do not fit and I have clearly showed them pictures. They aren't even saying maybe they were mislabeled. They just denied my claim and won't do anything for me. The fact that the tags were removed also should not matter when the shoes are in perfectly new condition and I still have the box. ASICS is not standing behind their product and I have never had this problem with this company instead they sent me an email on how to tie my shoes to loosen them & how to size my shoes. I will no longer shop with ASICS over a $60 pair of shoes which is unfortunate since they are or now were my favorite shoes.

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a pair of asics pure gel 25 white shoes. Unfortunately there isn't a asics store near me so I went into a dicks sporting goods. I wanted a **** wide. They informed me that they do not do half sizes that big. They then proceeded to tell me that i could do up or down a size and if it didn't fit, I could return to asics and get the half size from them. I have done this with ****** running shoes before as well. I purchased the shoes and feel like I need to go down a half size, from 13 to ****. I contacted asics and they s*** me down immediately and referred me back to dicks. I contacted dicks and they told me I can't return the shoe bc I wore them. It's so messed up. I bought asics shoes... I'm wearing thier brand for the first time ever and this is how they help me? Not customer friendly. I don't even want a refund, unless they are offering. I really just want a **** wide white puregel 25 shoe for me to replace the 13s I have.

• Initial Complaint

  Date:07/05/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 shoes on May 1 and they said were delivered on May 5th. But i got home, my shoes had been stolen. I tried to contact Asics but they were not help. They then sent me to ***** who were also no help, I simply want a refund for my stolen shoes.

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a pair of Asics shoes about 6 months ago, and they were defective. The sole separated after minimal use. I sent pictures story to Asics, and they denied a replacement or refund. They expect me to have a receipt for something I bought 6 months ago.

• Initial Complaint

  Date:06/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Please refund $192.04 back to my account. The order number is ASCUS45706129 and I sent the return in Jun 9. I have called 5 times and spoken with customer service reps who cant help me. You received the return Jun 14.

• Initial Complaint

  Date:06/21/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Good morning, My name is *************************** and I had ordered sneakers from Asics. I return them the same day because they were uncomfortable. I looked at my credit card bill and noticed that I was not refunded the full amount. I called on Tuesday 6.20.23 to inquire why and spoke to *******. ******* explained he couldn't refund me the full amount because I wasn't signed in on my customer. I said that that was ********'ve been ordering from them for a few years. He took my information and said his supervisor would get back to me. A supervisor never returned my call.My request is a full refund including shipping/handling and tax, ********* point about me not ordering under my account was why I did not receive a full refund. That is ludicrous.Your assistance would be appreciated.Sincerely,***************************

• Initial Complaint

  Date:06/10/2023

  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 am an avid runner. I have purchased over 25 pairs of Asics. I recently purchased two pairs of Asics Gt-**** Series 10, online from Asics. I immediately had problems just walking in them. They were both too narrow and hurt my feet. I attempted to wear them in, to no avail. I reached out to Asics and they would not speak to me directly, even though I asked to be contacted. I kept telling them, there was no visible defect, except the fact that the Asics symbol peeled off the shoe after two weeks. I told them they did not fit me like other ASICS. They hurt my feet tremendously. They kept asking for pictures of the defect. This went back and forth, until finally I was told that they have strict return policies and fit is not part of it. I cannot begin to explain how frustrated I am. The shoes I purchase are in the range of $100-$150, and I purchase new shoes every three to four months. Ive been running for over 12 years. On the low end, I have spent $5,000. I am only asking for replacement shoes, nothing else.

  Business Response

  Date: 06/14/2023

  Returns are not accepted for used shoes. The information regarding what is accepted as a return is available at ****************************************************************

  If you are looking to submit a warranty, you must provide images of the claimed defect in order for ASICS to evaluate if there is a defect in the product. We do not offer free replacement products upon request.

• Initial Complaint

  Date:06/05/2023

  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 ordered shoes on 6/1, as of 6/5 order still has not shipped. **************** stated the orders ship within 2-3 business days and then its 5-7 business days to receive order. I stated I would like to cancel the order that is about 3 weeks processing time and cs said order can only be canceled within 10 minutes of placing the order. If the seller still has the merchandise and it has not left I shouldnt have my money tied up for a month waiting on a delivery that I then have to return wait on it to be received and then processed for a refund when the product was still sitting in their warehouse at the time of cancel request.

  Business Response

  Date: 06/08/2023

  As explained at ******************************************************************* can only be cancelled within 15 minutes of placing your order.

  Customer Answer

  Date: 06/08/2023

  if order cannot be canceled please advise why my order has yet to be shipped? I was told order goes out 2-3 business days after order is placed, it is now 8 days, 6 of them business days and my order still shows it is at your warehouse.