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:03/02/2023

  Type:Delivery 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.

  On February 21st of 2023, I submitted an online order with Asics America for a pair of their Gel Venture 7 in size 14 Extra Wide (4E). I then received said order on February 26th of 2023. Upon opening the package and inspecting the contents, I discovered that I received a pair of mismatched shoes and as thus, the wrong item. The left shoe was size **** Regular Width and the right side was 14 Extra Wide (4E). That same day, I reached out to Asics America about this issue and did not receive a reply until February 28th, 2023. Their response was that I take pictures of the mismatched shoes and send it back to them. I did as they requested and on that same day sent them pictures of the mismatched items. It's been over two days since I sent them that e-mail and I have yet to receive a response to my request.

  Business Response

  Date: 03/09/2023

  Hello *******************************, the full cost of this order was refunded to the payment method used for purchase.

  Customer Answer

  Date: 03/09/2023

  
  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:03/02/2023

  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.

  I ordered two pair of sneakers. When the box arrived it was light for the size of box. When I pulled back the first tape there was a second tape underneath ripped. I contacted the company immediately. Pictures were sent. I was advised to call back if the merchandise had not been received. I called back to follow up. I was told that a refund could not be issued. That an investigation that will take 14 to 24 days?? I asked to speak to a supervisor immediately, I was told that supervisor will only call back. When I asked how long a supervisor would take to call back ********, the operator said 24 to 72 hours! I think this practice is unfair as I have done business with this company before but no returns before. If this does not get resolved immediately I will not do any further business with Asics. I believe the time frame for a return is unreasonable, I have provided the company with evidence that the box was tampered with.

  Business Response

  Date: 03/09/2023

  Hello *************************, upon reviewing your communication with us, the correct steps were not taken in response to your package not including all ordered items. The value of the product you did not receive has been refunded to the original payment method used for the order. We will follow up directly via email through our customer service email address with details of the refund.

• Initial Complaint

  Date:03/01/2023

  Type:Product 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.

  Sometime in October 2022 I ordered a pair of Gel-Contend 7s off of the ASICS website for $54.95. (Order #: ASCUS44284680) When I received the package I found that they had sent the wrong shoes - the Gel-Quantum 180s. When I reported the mistake, they informed me that I would have to return the shoes, and they would not be sending me the correct shoes. (Terrible return policy compared to other businesses that will own up to their mistakes and just send you the product you PAID for, but I digress). So I return the shoes. Their return label indicates that they received the shoes December 30th, 2022. I don't hear from them until I email Jan 31st complaining that I have not received my refund. They reply Feb 1st that my refund has just now been sent for review (were they not going to ever process it unless I emailed to complain???). Feb 2nd they say "We have processed a refund back to your original form of payment which can take about **** business days to go through. Please note, depending on your financial institution, that it may take 1-2 billing cycles for it to reflect on your monthly printed statement." Important detail: my financial institution (my credit card company) shows all other returns I've made (for example from J.crew, Target, etc.) on my statement in less than a week from the date of return. Any delays caused are specific to ASICS, and not to my credit card company. So a month passes. I check my statement March 1st. No refund. It has been over **************************************************************************************************************************** All I want is my 60 bucks back. I should be charging them interest for how long they're taking....

  Business Response

  Date: 03/07/2023

  The order was supposed to automatically refund upon being received, but did not process due to the return label being replaced by *****. You can see the tracking history for your return on Wednesday, 12/28/2022 at 7:45 PM "Shipment exception Barcode label unreadable and replaced"

  The manual refund attempted on February 2 was not done correctly, though the refund issued on March 2 was issued correctly and should return to the payment method.

  Customer Answer

  Date: 03/07/2023

  
  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:02/25/2023

  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.

  $228.31 Company promises a one year warranty on their products. Product was purchased in Nov 2022 and is defective. The glue holding the tread on failed.Company refused to accept alternate form of proof of purchase since unable to find receipt. Alternate form was transaction ID from credit card used to purchase.Transaction ID: ******************

  Business Response

  Date: 02/28/2023

  The ASICS limited warranty applies only to ASICS products that were purchased by the Consumer directly from ASICS or an ASICS-authorized retailer that is subject to ASICS quality control requirements, unless otherwise prohibited by law. This limited warranty does not extend to any subsequent owner or consumer or any other transferee of the product. ASICS reserves the right to reject any warranty claim from a Consumer related to products purchased from unauthorized sellers, including unauthorized internet sites. 

  Without a proof of purchase for the product, we are unable to confirm that the product was purchased directly from ASICS or an ASICS-authorized retailer that is subject to ASICS quality control requirements, unless otherwise prohibited by law. If you are able to provide a receipt confirming this product was purchased directly from ASICS or an ASICS-authorized retailer that is subject to ASICS quality control requirements, unless otherwise prohibited by law, the claim cannot be reviewed. A record of the transaction does not confirm this product was purchased from ASICS or an ASICS-authorized retailer. Just as you would need to provide a proof of purchase for returning an item to us, you must also provide a proof of purchase for a warranty claim. 

  Full details regarding the warranty are available at *****************************************************************;

  Customer Answer

  Date: 02/28/2023

  the screenshot literally gives a transaction ID that could be verified at the store level.

  Business Response

  Date: 03/07/2023

  What you have shared is a screenshot of a record of a transaction on a card, and is not a receipt showing the item that the warranty claim is for. If you are able to provide a receipt, the warranty claim would be reviewed.

• Initial Complaint

  Date:02/10/2023

  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 ordered 3 pairs of shoes from ASICS- order # ASCUS44923662. All 3 pair were supposed to be sent together in one box. I received 2 pairs in there shoe boxes and a third EMPTY shoe box - GEL-EXCITE 9, Color: barely rose, size 8 - $75.00. No shoes in the box, empty shoe box. I have reached out to customer service who said they were filing with *****, which made no sense. Obviously an empty shoe box sent to me by ASICS is not the fault of the delivery company. Because ***** denied the claim - duh - ASICS is taking no responsibility & saying there is nothing they can do. This is completely ridiculous. ASICS basically stole from me & is now admitting no fault.

  Business Response

  Date: 02/13/2023

  A ***** claim was filed for the package due to the weight matching the weight of the three products being in the boxes at the time of the package leaving our warehouse. Since the products placed in the package were not delivered, a ***** claim was filed. We have refunded the cost of the product you informed us was not received. Please let us know if you have any additional questions.

  Customer Answer

  Date: 02/14/2023

  
  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:01/29/2023

  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.

  I placed an order with Asics 29 December 22, order: ASCUS44842120. They shipped via ***** who failed to deliver my shoes. I have already filed numerous complaints against ***** for delivery issues. They are too LAZY to find the right apartment and climb a flight of stairs to properly deliver a package, and their lousy, lazy drivers should be FIRED. Asics told me to wait 8 days. I waited. Asics then told me it would take 2 weeks to process my refund. Meanwhilst, I bought another pair of Asics. Now, it has been MORE THAN 2 WEEKS, and they still have not refunded. Now they are asking me to wait another 2-3 weeks whilst "***** is investigating the claim." I will NOT wait any longer. That charge is on my card, and I have to pay it. I want my refund NOW. Asics chose lousy, lazy *****; let Asics deal with *****. This is Asics's problem. This is NOT my problem. Until these ****** carriers start making these INCOMPETENT, IDIOT, LAZY drivers responsible for losses, they will continue with their awful deliveries. I have said it over and over again: THEY NEED TO FIRE THESE INCOMPETENT, LAZY DRIVERS AND PAY COMPETENT PEOPLE ENOUGH TO DO THE *** PROPERLY. No one is asking these drivers to invent the cure for cancer or solve global warming for heaven's sake!!! All they have to do is deliver packages to the person at the address on the package, and they are too WORTHLESS to do that!!! ***** probably does not fire them because ***** is not willing to pay more to hire competent people! NOT MY PROBLEM. This is Asics's problem! Look at the photo of where the driver allegedly left my shoes (see attached). Does this look like my door??!!!!! H*** NO!!! You cannot even see what (if anything) he was supposed to have "delivered." Now a month later with $108.20 is on my card, and I am the one responsible to pay it. NO WAY ARE YOU PASSING THE BURDEN ON TO ME!!! This is YOUR PROBLEM. You deal with worthless, lazy *****. Refund my money NOW, or I will initiate a chargeback.

• Initial Complaint

  Date:01/27/2023

  Type:Delivery 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.

  Ordered shoes on 01/26/2023 to be delivered as a gift for my daughter. I realized I put the wrong address on the order. Called the same day to correct and Asics has a policy that they cannot correct an address.Called the morning of 01/27/2023 and got an Asics representative that said lets do a 3 way call to ****** All we could get accomplished was for ***** to hold the package at a facility in **************** and my daughter to go pick up the package. My daughter lives is ****** ******** which is an hour drive to ****************. She has a 3 yr old and set of twins that are 1 yr old. She has economic issues and small children which makes that extremely difficult. All because they cannot change the shipping label.

• Initial Complaint

  Date:01/18/2023

  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.

  Date Purchased: 25 Nov 2022 ASICS.com Order Number or Place of Purchase: ASCUS44532554 Name of Product: GEL-VENTURE 7 I've been an Asics customer for many years with multiple pairs of shoes. On 25 Nov 2022 I purchased running shoes with the same size as my other Asics shoes. I developed 2 bad blisters on both feet after running for ~ 15 minutes. After that I followed up with warranty request per Asics rep suggestion since I wasn't able to return the shoes I already used. My warranty request has been denied with generic answer 'a fit-related issue' implying that I did something wrong and can't return the shows that damaged my feet.

• Initial Complaint

  Date:01/18/2023

  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.

  ASCUS44824655)This return was delivered back on 1/10 and ASICS is delaying refund on ********** like full amount of refund to be issued asap

• Initial Complaint

  Date:01/16/2023

  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.

  ASCUS44824655 This order arrived back to the warehouse on 1/10 and its still not been refunded I should have Been refunded for the full amount