Business Profile

Retail Shoes

Asics America Corp

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

164 total complaints in the last 3 years.
56 complaints closed in the last 12 months.

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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:04/19/2023
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.
The following is the second message I sent to ASICS **************** back on April 12th regarding Order # ASCUS45342453, after initially emailing them on April 9th, with still no response. Attached is an automated acknowledgment email I received right after messaging themThis is now the second time Im messaging you, after 3 days of not hearing back from anyone So between the soaked shoes and now this, Im getting pretty ticked off. Again The carrier 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 we had. I need you to mail me a return label if you cannot provide me with a QR code to make the return, as I do not have a printer. You should do this with no argument because I wouldnt be returning the shoes in the first place if they didnt get damaged. I also need you to apply $10 to my account, as I used a $10 off $25 birthday offer code towards the order. If once again I do not hear back from anyone, I will be filing a complaint with the BBB and Consumer Affairs.
Business Response
Date: 04/26/2023
We do not offer what you are requesting. Please see information regarding our returns at **************************************************************** and information regarding promotions at ********************************************************************

This is where you will see the return methods offered and you will also see that the birthday promotion is valid for one-time use only.
Customer Answer
Date: 04/26/2023
The business response is absolutely REPULSIVE, and clearly shows they DO NOT value their customers whatsoever. They also evidently if they shop elsewhere for their shoes. Number one, although the carrier was 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. They should be mailing me a label with no argument, because I wouldnt be requesting to return the shoes in the first place if they didnt get damaged. However, they are still arguing about it 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 simply 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. I will also dispute the charge with my bank telling them that your negligence caused me to have my brand new pair of shoes that I was looking forward to be ruined, and you cant even spend 50 cents to mail me a lousy return label Yeah. Shame on you!!!
Initial Complaint
Date:04/11/2023
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 have bought Asics shoes for 10 years, I have pairs that have lasted at least 9 years. In Feb 2023 I bought running shoes and on March 23, 2023, I bought a pair of walking shoes. The running shoes have been great. As have my older shoes. WIthin 2 weeks, the walking shoes were worn a total of 4 or 5 times for short walks. The padding in the heel on the left shoe has become detached and has ridden up to the top of the shoe. It presses against my tendon. I reached out to Asics support on 4/3 and told them of the problem. They immediately denied the claim, without even seeing the shoe. I asked for a supervisor and was told they would call back. I missed her calls as they came 4 days later and from a potential spam number. They refused to leave a call back number. I emailed warranty support and they blamed me for improper fiit or untying them. Even if that were true, how could a quality product be damaged that rapidly? Why didnt it impact any of my other pairs of shoes? WHy are my running shoes fine?I asked for an additional review and today they told me the claim is out of the warranty period. Their own site says I have 6 months. It's like they are going out of their way do deny a small claim. I want a new shoe, a repair, or a refund.Im attaching the email chain and supporting pics. You can see my finger disappearing under the detached padding in the finger pics. Additionally, I wish I had checked your site as others are having a similar issue.
Business Response
Date: 04/14/2023
The information provided for the warranty did not show a manufacturing defect in this product. This claim was correctly declined.
Customer Answer
Date: 04/14/2023
Asics initially declined the warranty without even seeing the shoe or pics of it. This seems to be their standard practice. There is no way they could say that I caused the problem with such minimal use within 2 weeks of getting the shoe without even seeing it. They are also implying that there is no way their product could have this defect without misuse. It is impossible that they have a perfect product. Again, many sites, including BBB are showing others with a similar problem.
Business Response
Date: 04/20/2023
Your warranty was not denied before viewing pictures, you were informed that the issue you described is commonly reported as a perceived defect and is not a manufacturing defect. After your warranty was submitted and the images confirmed the issue was not a manufacturing defect, it was denied.
Customer Answer
Date: 04/21/2023
My complaint WAS denied before seeing pics. You can easily find the recording. Thats a fact. I also provided additional evidence that what I have said here happened. Also fact. Youre either telling me that your shoes are such poor quality that simply wearing them less that 5/6 times in 2 weeks and going on short walks destroys them or you know you have a problem with the shoes and are lying to people to keep from having to pay for replacements. In either case, your warranty and products are a joke.
Initial Complaint
Date:04/11/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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 an Asics shoe at ******************************* (authorized dealer) on Feb 2022 and had to file a warranty claim on July 2022 with Asics due to tears on the side of shoe. They gave me a credit which allowed me to buy the exact same shoe. My purchase date is now 7/22/22 order number: ASCUS43944268. That shoe failed the same way as the first one.I filed a warranty claim with asics again. 03/10/23 Case #: ******** I followed all instructions, gave photos, receipt and all the info they needed.They argue that I am passed one year from original purchase date and denied my claim. I called back to say that my receipt for this particular shoe is July 2022. If the shoe failed then the warranty starts all over again. The shoe failed the exact same way and is still within warranty. Supervisor is now responding changing the narrative and saying that it is at the discretion of ASICS to determine the manufacturing defect of the product. This is an unfair practice. It is a failure of the product design as a whole as it keeps failing the same way. How do I have shoes with no holes on the side from years ago and my asics shoes developed a micro hole that keeps getting bigger every few months? I am less than a year from when I got the shoes so I am eligible for a replacement under warranty.
Business Response
Date: 04/14/2023
The warranty is not extended beyond the original purchase date if the shoes are replaced. This is noted at ************************************************************ "The warranty period is not extended if ASICS repairs or replaces the product."
Customer Answer
Date: 04/14/2023
If a product fails less than one year, it needs to be replaced.
Business Response
Date: 04/20/2023
Our warranty period is indeed one year, as noted on our website at ************************************************************
Customer Answer
Date: 04/21/2023
the one year warranty period starts from the purchase date. My transaction details and receipt is from July 2022.
Initial Complaint
Date:04/06/2023
Type:Sales and Advertising 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 have worn Asics since 90s and had no issues. I noticed in the past few years there was in inconsistencies with size and cushioning with the same style sneaker. I contacted them in November and explained to the Asics rep the issues I had with the last pair I purchased im the ******, but wanted the cushioning and also asked if they had a wide. He didnt have a wide in the last pair, however he had the same style, but it was last years model. I ordered them and wore them twice they are still in the box. I was in the process of moving and I finally got in touch with the ****. They said unless the tag was on them and were not worn they wouldnt take them back. I wasnt looking to get my money, but a credit to apply to a different model. I also asked was there a change in the manufacture and the rep stated they had changed the manufacturer around when pandemic started, which coincides with when I started having issues. I wasnt looking for my money back, but at this point I am. My bank has changed and not sure how that would be handled.
Business Response
Date: 04/12/2023
Return information is readily available on our website for all customers to read prior to agreeing to the return policy by placing the order and can be viewed at *********************************************************************;
ASICS utilizes different manufacturers in various locations for all of our products and these manufacturers all use the exact same equipment, measurements, and quality control procedures to ensure consistent sizing. It is possible for an individual's preference of a shot fit to change as a model is updated.
Initial Complaint
Date:04/04/2023
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.
On February 24th, 2023 I ordered a pair of GT-**** 11. I have been a loyal customer of ******************** and have bought this line for many years without a problem. For this pair, I bought directly from Asics. Within 30 days, one of the ankle cushions collapsed and now it's uncomfortable to wear. I was not able to push the cushion back into place. I called them up and they said they that while it is within the return window, because I wore it, it can't be returned, but I should fill out a warranty form, as it is obviously still within the warranty. I submitted the warranty form with supporting pictures and it was denied. They claim there is no defect. I realize that some defects are harder to see from a picture, but I think it is clear from the pictures I submitted that there is a clear defect. I would like to either be reimbursed for my purchase or sent a replacement pair of sneakers. Thank you.
Business Response
Date: 04/12/2023
This warranty was correctly denied as not having a manufacturing defect. The material at the heel being pushed downward is not caused by the manufacturing of the shoes and is instead caused by that area of the shoes being pushed downward in a manner inconsistent with correct use of the shoes, such as stepping on that part of the shoes to assist in removing the shoes, putting a foot into an already-tied shoe, or using a loose-fitting shoe that slides on that part of the foot due to an incorrect fit.
Customer Answer
Date: 04/16/2023
You are assuming that I used the sneakers incorrectly. I used the sneakers normally and in the same way I've used them for years without any issues with my Asics sneakers.
This issue happened during the return window of a product I bought from your site. Yet, you refuse to take it back.
What happened to giving the customer the benefit of the doubt and standing behind your product?

Business Response
Date: 04/18/2023
Used shoes cannot be returned.
Initial Complaint
Date:03/28/2023
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.
After spending almost $300 on 2 pairs of shoes, youd think some decent customer service and warranties would come along with it, but nope!1 pair of shoes is failing and has defects in the same exact spots on both shoes. The defects are large rips in the fabric and it just looks trashy to wear the shoes, as well as embarrassing to the company having put out this product. I contacted the company on December 14th, 2022 and it was within the year warranty. They asked a plethora of questions which took me a while to find all of this information and get back to them. I responded December 26th, 2022 and I guess that put me outside the 1 year warranty period. They responded by saying Im outside of the warranty period, even though my first email is clearly within the warranty period. I let them know that it was pretty obvious my first email was sent within the 1 year warranty and sent a screenshot. They sent a reply on December 27th, 2022 that said "Your request has been sent to the appropriate department for further review. Once a decision has been made you will be contacted via email." I haven't heard a word since. Pretty gross and scammy if you ask me when a company doesn't honor their warranty for obvious defects.
Business Response
Date: 04/04/2023
Hello, your warranty was indeed submitted in a timely manner. The completed form is supposed to be returned by the end of the one-year period, and this wear is reasonable for the age of the shoes and the wear of the soles. However, since you were not contacted as you were supposed to be, the warranty team will be reaching out to you to provide a code to replace the product.
Initial Complaint
Date:03/28/2023
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 shoes ONLINE! I was unable to make it to the store to pick it up due to being out of state for an extended time with a family emergency. The policy on an email dated Oct 28 states that if the order is not picked up within seven days that the order would be cancelled and the money would be refunded to this payment on file.Order ASCUS44244182 The order was never cancelled and the my money was never refunded. I have spoken with 2 customer service reps *** that somehow say that the order not being cancelled in my fault...yes they tell me I am incorrect regardless of the police specifically telling me the order would be cancelled without any further actions after 7 days. They told me there is nothing they can do and only ask that I call the store front in which the order was to be picked up at. Now then...the store at which I was supposed to pickup the item from says that there is no record of this order and therefore cant do anything either Give me the money back or at least give me the shoes. You can't have it both ways BTW the 2 customer service gentlemen that I spoke with were both condescending and sort of arrogant in their demeaner. ASiscs should do better than this
Business Response
Date: 04/04/2023
Hello *****,
As you are well aware, our customer service team was not at all helpful in assisting you during this encounter. Some stores do hold items for pickup longer than the set 7-day period only because there are more often customers that attempt to pick up the product after the 7-day period than there are customers looking to not pick up the item and have a refund. However, that process would also normally result in the order being refunded and this did not occur with your order. The "assistance" you received from our customer service department was anything but assistance and I have requested corrective action to occur as a result of listening to your communication related to this order. The refund for your order was manually issued on March 29.
Initial Complaint
Date:03/25/2023
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.
I bought a pair of ASICS wrestling shoes from Amazon in late December 2022. According to ASICS's website, they have a one-year warranty (************************************************************). I wore them about 20 times over two months.The insole of these shoes is thin and glued-in (not removable like, say, in running shoes). The insole beneath the left big toe has become unglued and has curled up.I filed a warranty claim with ASICS, which required sending various photos of the shoe and problem. ASICS denied my claim, maintaining it was a "result of a fit or feel preference or a fit-related issue." I never complained about the fit (which is fine, except for the discomfort caused by the curling of the defective insole).I am attaching the email correspondence with ASICS, as well as 2 photos of the shoe. One shows the whole shoe. If you look closely, you can see a white area inside, where the big toe would be. This is where the insole has become unglued and curled. The second is taken from inside the shoe. The separated and curled insole, exposing the white padding underneath, is more clearly visible. My family has owned numerous pairs of ASICS shoes, including several pairs of wrestling shoes, and we have never had a similar, or any, problem with their quality.
Business Response
Date: 03/31/2023
This is indeed a defect and should have been approved. The warranty team will be contacting you to provide information for replacing the shoes and have been updated to be aware that this was not up to our standards of quality.
Customer Answer
Date: 03/31/2023

Better Business Bureau:
ASICS responded to your inquiry as follows:
"MESSAGE FROM BUSINESS:

This is indeed a defect and should have been approved. The warranty team will be contacting you to provide information for replacing the shoes and have been updated to be aware that this was not up to our standards of quality."

I have reviewed the response made by the business in reference to complaint ID ********. **********************'s warranty team has not contacted me as of 3/31/23. If they do, and replace the shoes as I originally requested and as they've indicated they intend to do, I would consider my complaint satisfactorily resolved. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*******************
Initial Complaint
Date:03/13/2023
Type:Product Issues
Status:
UnresolvedMore 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.
Case #: ******** (Asics-*** **************** filed directly with *************************** but NO success, thus I'm looking for Better Business Bureau help.Order # ASCUS45018810 (Asics-***) - placed on 31/JAN/2023 - online.Regarding the aforementioned order, it includes two t-shirts (SHORT SLEEVE ASICS STRIPES SUNRISE TEE and M SS SUNRISE RUNNER GRAPHIC TEE ) which were supposed to be made of 100% cotton (as per the attached screenshots from Asics-*** website) HOWEVER they are only 52% cotton (as per the attached picture I took from these t-shirts inner tags). Therefore I kindly request refund of the amount I paid for these two t-shirts ( **$ 13,55 each of them + tax).Please note I do NOT live in *******; after contacting Asics-*** directly (case number mentioned above), they asked me to ship these two t-shirts back to them with track service. From ******, the country where I live, this would cost at least twice the price I paid for the two t-shirts!!! Totally NOT feasible! In addition, by the attached pictures, one may realize it is ********clear that it is Asics-*** website's fault.... misleading/wrong description about items sold on their website.
Business Response
Date: 03/16/2023
ASICS does not ship internationally and we offer free return shipping labels from the shipping address on the order back to our warehouse. As we do not ship internationally or permit the use of freight forwarders, we do not offer return labels for international shipment returns and products must be returned to ** in order for the refund to be issued.
This information is available to all customers before making a purchase at the below webpages.

***********************************************************
We do not ship internationally.
ASICS America restricts shipments to ****************-shippers or businesses that forward packages to international addresses, commonly referred to as freight forwarders.

****************************************************************
Returns can only be completed in the country where the product was purchased. For ********, returns and return shipments must be from inside ********
Customer Answer
Date: 03/16/2023
As per the picture/screenshots I attached on my original complaint through BBB, it is CLEAR that it is Asics-*** fault... wrong information on their website, thus the product that is delivered to the customer does NOT meet expectations! All paper tags that were removed from the t-shirts I bought, both t-shirts were washed in order for me to start wearing them... so when I first tried them on, I immediately noticed on my skin they were NOT 100% cotton as advertised on their website (see attachments on my original complaint). PERIOD !!! Now, why the heck do I need to return used/washed tagless (paper tags all removed) t-shirts to ASICS-*** ???? Again, I live overseas, international shipping from ****** is MORE EXPENSIVE than the t-shirts themselves.... I just want to be refunded for something sold to me that did NOT meet what was advertised, PERIOD.

******** people from Asics-***** would be deeply ashamed with all this mess from Asics-*** !!!!!
Initial Complaint
Date:03/10/2023
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.
Purchased February 27 2023. Wore the product once and they hurt my feet very bad. I purchased them online. Now I'm not allowed to return because the tags are off and worn. I still have the tags and the box. They have been worn only once. I would like a refund and will never order online again
Business Response
Date: 03/16/2023
Our return policy available on our website clearly states that shoes must be in new condition in order to qualify for a return.
****************************************************************
Merchandise purchased directly from ASICS in ******** may be returned within 90 calendar days of the date of purchase, whether purchased in-store or online, if the merchandise meets the following conditions:
Merchandise was purchased on asics.com or from an ASICS retail store. ASICS does not accept returns from other retailers or sellers, including authorized ASICS retailers.
Merchandise must be returned in its original condition within 90 calendar days of the date of purchase. Returns received after 90 calendar 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, including original shoe box.
Accessories must include all original items.
Reason for return must be indicated.
Customer Answer
Date: 03/16/2023

I do not accept the response given for the simple reason that I wore them to walk around the house. I should not have taken the tags off. I have original packaging. How was I supposed to know if they were going to be ok until I tried them on and walked around? I understand your return policy and should have read it prior to my purhcase.
I will never purchase anything online from ASICS again, nor in the store. This disappoints me very much and as far as I'm concerned does not stand behind their product. Signed, a very disappointed customer.

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Asics America Corp is NOT a BBB Accredited Business.