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 Outlet Charlotte

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

• 

  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

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:05/30/2023

  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 bought this shoes on February, and went overseas for 2 months, and got back and started to wear this shoes barely its been two months and started to feel pain on the back of my left Achilles when I walk with. I was pretty disappointed cause for a shoes that cost a lot, that problem shouldnt have happened. The shoes itself is so comfortable, but that piece of plastic on the back of it constantly hitting and hurting me that I cannot even enjoy the shoes. I am not having that issue on the right side, just on the left. When submitting the claim, I did attached all of this information you requested me to send again, so hopefully you receive them this time. I am not satisfied with the. Shoes, and the pain is costing me, and need them to exchange or refund me my money. The shoes has one year warranty, and I have filed a claim with them for me to exchange the shoes, and they wouldnt.Thanks for your understanding.**************

  Business Response

  Date: 05/30/2023

  Our warranty is offered for products that have a manufacturing defect. We do not offer warranty replacements based on not liking the fit of the product. Returns are accepted for unused products.

  Customer Answer

  Date: 05/30/2023

   

         The piece in the end of the shoes heart my archille cause every time I wear the shoes the plastic piece bends on my archille and hurts so bad,  and only the left shoes, not the right one. I *********** that shoes for two months its abnormal cause I have own ASICS before and never had that problem. I definitely need an exchange cause the shoes cost a lot, and I cant bare the pain is causing my left foot

• Initial Complaint

  Date:05/25/2023

  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.

  Re: Product failure of pair of ASICS running shoes after 10 months (100 miles) of use as a walking shoe. Fabric covering toes of shoe tore open. Shoe is under 1 year warranty. Claim filed and denied because original receipt not presented. Sent proof of purchase (credit card statement) photo's original packaging and other items requested by ASICS. Warranty presented at time of purchase did not require or mention saving store receipt. Now, store out of business. REDDIT website indicates this problem is common and related claims always denied stating the torn fabric is not a defect. Credit card statement documenting purchase, amount and date withheld for privacy reasons. If required can be separately provided. Puchase amount $230. Purchase date July 2022 ASICS is not a honorable or trustworthy business and their license to sell ********************** should be revoked.

  Business Response

  Date: 05/30/2023

  The shoes show normal wear consistent with the level of use, though we are unable to review an invalid warranty claim as our warranty is offered to those that purchased the product within the timeframe the warranty is offered for, from a merchant eligible for the warranty such as ASICS or an ASICS authorized retailer. A bank or credit card statement is not a proof of purchase of a product, it is proof of a transaction with a vendor.

• Initial Complaint

  Date:05/24/2023

  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.

  ** May 2023, I purchased a pair of shoes from ASICS's "Road Tested" program.ASICS Road Tested program: ************************************************************************************************ "Road Tested shoes are gently used shoes that have been returned due to sizing, color, fit or other reasons.""All Road Tested purchases are final and cannot be returned."I purchased a ** Women's Size x pair of "Road Tested" Gel Kayano 29 shoes. When I received the shoes, they were 0.5 cm - 1 cm smaller than a pair of Gel Kayano 29 shoes in the same size that I had purchased several months prior. (I am also always a size x in this brand.) According to ASICS own sizing guide, women's half sizes vary by 0.5 cm: ********************************************************************** It's clear to me that the pair of shoes was labeled incorrectly as Size x. I contacted customer service who asked me to send pictures. Each of several agents (e-mail and phone) said they couldn't see the difference despite the different angles I was sending with a ruler. I asked if I could send the shoes in to be inspected or take them to a store. Eventually, an agent on the phone said I wouldn't qualify for a warranty claim and these were final sale. She insisted that since the label on the shoes said size x that ASICS fulfilled the order correctly.I feel that the "Road Tested" description is misleading as I believed that the gently used shoes were being returned for "sizing, color, fit or other reasons" on the customer's side and not the manufacturing side. I believe it's a deceptive business practice to list products with manufacturing defects (in my case, incorrect sizing labels) as final sale without making it clear in the terms that the products may be defective (sized incorrectly, etc.) and not under warranty. The Road Tested program page and the shoe detail pages have no mention of the warranty exclusion or potential manufacturing defects in these resold products.

  Business Response

  Date: 05/30/2023

  Road Tested products are clearly marked as Final Sale throughout all steps of the purchase process. As these are used shoes, they are not eligible for a warranty. As clearly stated on our website's warranty page, ***** limited warranty does not extend to any subsequent owner or consumer or any other transferee of the product." Road Tested products include the original sizing tags showing they are the correct size. Perception of fit is not a manufacturing defect. As the products are final sale products, we do not recommend purchasing them if you are unsure of your size.

• Initial Complaint

  Date:05/21/2023

  Type:Product 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.

  A pair of shoes were ordered through ASICS and confirmation of order ASCUS4550195 was provided. When the order was not received by the scheduled delivery date I attempted to contact ASICS to get a refund for shipping.I spoke to 2 different agents who either promised to transfer me to a Supervisor or promise a callback within 72 hours.When the callback never materialized I spoke with ASICS again regarding not giving me a callback or initiating a refund of the shipping.During this interaction I was given conflicting information regarding my escalation. The agent I spoke with stated they were crediting my shipping as we spoke. I continued to press about speaking to a supervisor and received ********************** informed me that she was refunding the entire order, which I had not asked her to do. When I asked about the shoes, she stated that she believed they would still be delivered and I could keep the shoes because of the problem with the order.I contacted ***** for an update and they informed me that they accepted full responsibility for losing the package, tracking number ************. ***** informed me that ASICS would need to open a claim with them as they were the shipper so that ***** could process my claim with them.I spoke with ******** on 5.21.23 and asked him to complete this process. ******** danced around the resolution requested by saying he would note my account with the request never confirming that an actual claim would be submitted but rather stating that as far as ASICS was concerned the issue was resolved. I asked for corporate address of which I was given 3 different locations in 3 different states without a physical address. I asked for a supervisor callback to confirm that a case was submitted. No call was received and I believe no case was opened.

  Business Response

  Date: 05/30/2023

  The order was refunded because you did not receive the package. We file the ***** claim to recover our loss of the package. You would not receive the credit for the lost package, as that is a credit to ASICS, not you. You were already credited via a refund for the order. You have been refunded for the order and nothing is owed to you.

• Initial Complaint

  Date:05/18/2023

  Type:Delivery 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 a pair of Asics Tiger ******* shoes (midnight / pure gold) from Onitsukatiger.com and I received the wrong color. **************** Tefhany, supervisor ***** were very rude and told me that I couldn't return the shoes I literally received less than 24 hrs and I have not worn or damaged at all. Basically she told me to go deal with it and it's not Asics' problem, telling me that shoe color changes over time while in transit to customer or in storage. False advertising is what I call this, the shoe material and color are completely different from what's offered on the website.Cost of shoes is $121.11 and I'm stuck with the wrong color and wrong product. Please help, I have been an avid customer of ******************** for over a decade, I even attached a photo showing a collection of all the shoes I have bought in the same style and color over the years and how this particular order was wrong, and she still refused to help me. I work very hard for my money and it's not fair to be robbed when all I wanted to do was order a pair of shoes. Thank you very much in anticipation of a swift resolution.Order#: ONTUS45567430

  Business Response

  Date: 05/25/2023

  If you are unhappy with the color of a shoe upon receiving it, you are able to return the product. Your were informed, since you used the product, it was ineligible for a return. This is correct. At ********************************************************************* it is explained that:

  Merchandise must be returned in its original condition within 60 days of purchase. Returns received after 60 days will not be accepted. Original condition is defined as:

  All tags still attached to product.
  Material must be unworn, unwashed, and unaltered.
  Merchandise must be in its original packaging.

  
  This information is made available clearly to all potential customers at the website prior to purchase.

• Initial Complaint

  Date:05/09/2023

  Type:Delivery 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.

  Order new Gel - Kayano shoes and they arrived tried on, worn, and dirt residue on the bottom. The camera is unable to pick up the dirt residue efficiently. You do not know someone's medical history and there is a reason I order straight from the warehouse. I want new shoes to be NEW. Not tried on, not worn, and not dirty. I do not need to provide medical details as to why I need NEW shoes, not worn from someone else that was sweating in them and receive used pair. Called, Supervisor rejected claim.

  Business Response

  Date: 05/15/2023

  The shoes are completely new and we have advised you that you may return the shoes within the return window if you are not satisfied with the product. We will neither issue a refund for the new pair of shoes or provide a warranty credit to provide you an extra pair of new shoes.

• Initial Complaint

  Date:05/03/2023

  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.

  Warranty claim number ref:_00D1Uy7bj._5001U12xtRu:ref ASICS holds itself out as having a warranty on defective shoes. I purchased a defective shoe on 4/25/23 from Kohls that promptly got a hole in it with little use. I submitted a warranty claim. The claim form states that a receipt need only be provided if available, and I submitted a credit card proof of purchase instead. I also submitted the theee pictures the claim form required. Since then, I have gotten the runaround. The customer service representatives (its a different one every time, three so far) wont even submit my claim for review. They keep asking for more pictures of the same things (9 so far!) saying theyd like them clearer, more of the same thing, different angles. These were all quality iphone pictures and I have offered to mail them the entire shoe. They also keep reiterating that they would like to see a receipt if available, but no one is reading the previous emails to acknowledge that I only have credit card proof of purchase, and that the warranty policy states that a receipt is only needed if available. They are holding out their product as having a warranty, but have set up a system where the gatekeepers wont submit the claim, just keep asking for more pictures to the point that its ridiculous.

  Business Response

  Date: 05/08/2023

  A receipt is not optional. The phrasing of our website indicates that you may upload the receipt "if available" meaning if the receipt is available at the moment you are submitting the warranty to the website, it does not mean that we accept warranties without a proof of the purchase being made from an authorized retailer within the timeframe the warranty is offered for. If you follow the warranty process correctly the warranty will be reviewed.

  Customer Answer

  Date: 05/08/2023

  As you are well aware, I submitted proof of purchase from Kohls, an authorized retailer, for a purchase made about a month prior to submitting the warranty claim.  

  Business Response

  Date: 05/15/2023

  You did not provide a receipt. You provided a screenshot of a charge from ******, and a screenshot of ****** informing you that they were unable to reprint your receipt.

  Customer Answer

  Date: 05/17/2023

  Yes I submitted proof of a charge from an authorized retailer in the exact amount of the price of the shoes with the defect (which I sent you several pictures of).  This $75 pair of shoes was worn less than a month and got a hole in them.  There is a reason your company is not BBB accredited and has an F grade.  Shame on you.

• Initial Complaint

  Date:05/01/2023

  Type:Delivery 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.

  Order #ASCUS45419482, placed on 4/14/23, tracking ************ promised in 4-7 days. Package is apparently lost. Despite multiple requests, Asics has refused to replace the missing item, despite promising a refund and replacement. I would like them to follow through with their promise.

  Business Response

  Date: 05/08/2023

  This information is inaccurate. A replacement order, ASCUS45509930, was shipped due to ASCUS45419482 not being received.

  Customer Answer

  Date: 05/08/2023

  I have not received a shipment from ASICS and have not received a refund for my purchase. 

  Business Response

  Date: 05/15/2023

  You were informed on May 1 that the replacement order, ASCUS45509930, was placed May 1. The package was confirmed as delivered to you with a photo by ***** on May 5.

  Customer Answer

  Date: 05/17/2023

  It was my understanding that they offered both a refund and a replacement. They have offered not even a good-faith gesture to make up for multiple shipping--and ultimately delivery--delays. I would accept a $25 credit back to my original payment method as a settlement.

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purhcased a pair of Superblasts from Asics.com.I tried them on at home and seemed fine.However after wearing outside for 5 miles I developed severe L Achilles pain and had to stop the run.I am unable to wear these shoes again.I contacted Asics multiple times and their only repsonse has been since they were warn outside they are not eligible for return. I explained I had no way to know of this issue until the shoes were warn and Asics has not offered any consideration. I suggested an exchange to a different model or a credit to Asics.com.They are unrelenting in their position and offer no customer consideration or support.A local rep from the company said they should be able to make this right but the company has been of no help whatsoever in addressing this problem.I would like some consideration from Asics as mentioned as I am unable to ever wear these shoes again.

  Business Response

  Date: 05/12/2023

  You have been correctly informed that used products are not eligible to be returned. This information is readily available to all customers prior to a customer deciding to make a purchase. Return eligibility is explained at **************************************************************** so that all parties involved in the transaction have a clear understanding of this prior to the purchase being made. We do not offer to alter this upon request.

  Customer Answer

  Date: 05/12/2023

  
  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

  Date:04/26/2023

  Type:Product 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.

  Regarding Order #: ASCUS45339057 The delivery service did not put the shoes under my patio cover which was only 3 feet from where the put it, and they got soaked in the heavy rain storm that came shortly after. Although the carrier was being inattentive, the business couldve prevented the shoes from getting soaked by securing them in a box with protective packaging materials inside, rather than cheap plastic. Placing a box of shoes, something that you wear, in a plastic bag is careless and unacceptable. So I asked them to mail me a return label if they could not provide me with a QR code to make the return, as I do not have a printer. They shouldve done this with no argument, because I wouldnt be requesting to return the shoes in the first place if they didnt get damaged. However, they argued about it I also needed them to apply $10 to my account, as I used a $10 off $25 birthday offer code towards the order, and they completely disregarded that request I love ASICS shoes and found a lot of good deals on the business website, and had planned on only buying my shoes for me and my significant other from them from now on. Its a shame theyve ruined that for me. A bad first experience that couldve easily been dealt with and forgotten, turned into a horrible one that will never be forgotten all due to the business being negligent and not giving a c*** about their customers Issue a refund without me returning the shoes if you cant give me a QR code or mail me a lousy label.. and keep your measly $10 off as I will never buy another ASICS shoe in my life If this does not get resolved via the BBB, the next step will be a complaint with Consumer Protection

  Business Response

  Date: 05/02/2023

  We show the package as successfully delivered and did not receive any proof of the package being damaged in transit after requesting this proof from you. We do not offer mailed labels or labels that can be obtained with a QR code, nor do we indicate that we do at any portion of our website. We offer free return labels through ***** and returns are also accepted in-store.

  Customer Answer

  Date: 05/02/2023

  Just the kind of response I expected from a no-good, do no good business.  Filing a consumer complaint as well as disputing the charge with my bank