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 Outlet Charlotte

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

• 

  Asics America Corp

  11201 Bass Pro Dr W 105 Little Rock, AR 72209

• 

  Asics

  549 Wingo Road Byhalia, MS 38611

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:12/14/2022

  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.

  I bought three shoes from ASICS website: www.asics.com on Dec 5th 2022. On the website, it says any order that is placed before Dec 16th 2022 will be shipped out within 4-7 business days. 1.First LIE: I was told yesterday by the customer service that my order was release which was on the 7th business days but the tracking information showed the shipping was sent to them at 8AM on Dec 14th 2022 which is the 8th business day.2.Second LIE: The item on my order still says available from when I was told the item is not available and had to cancel it to as of now as you can see attached pic but I was told yesterday by the customer service that my order was already released. This is literally lying to customers. If there is no item available, they should have updated the website. What if many customers placed their orders during this period, everybody would end up getting an email saying it is not available? Especially this is holiday seasons, we are buying gifts for families.3. Third: Very RUDE customer agent. She was not helpful at all and didn't even apologize at all. Instead, she was like whatever, if you have problems, go compliant, WE DON'T CARE!!!This is the worst shopping experience so far I had. Very frustrating. Will probably never buy anything from ASICS.

• Initial Complaint

  Date:12/11/2022

  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.

  On November 14, 2022 I made an online purchase to ASICS America Corporation (order # ASCUS44410507). An amount of $173.20 was charged to my **** card provided. A shipping address of *********************, *************************************************** was given and a delivery time of 4 to 7 days was defined by the vender. However, at the time of this writing, /using a FED EX tracking Number ******************** I have been given a total of 5 FALSE delivery dates. Changing dates of; November 30 changed to December 1 , December 1 changed to December 3, December 3 changed to December 5,December 5, changed to December 7, and NOW December 7 CHANGED TO December 9. ASICS ( ****** L, ***************** *****************************, customercare-**************************** ************** ) refuses to refund my $173.20 until I return the purchase that I have NOT received. Your assistance in retrieving a refund of $173.20 is highly appreciated and anticipated.

• Initial Complaint

  Date:12/09/2022

  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.

  I placed an order with 7 items ($141.83) from ASICS online (order number: ASCUS44697864) on Sunday (12/04), and was informed that I will receive it with "Ground, 4-7 Business Days."The items havenot been shipped as of 12/08, and the address it is shipping to won't have any people in house for half a month starting from 12/15.I tried to called ASICS on 12/07, but was told that they cannot change any shipping address or faciliate my shipping. The representative also said they will ship it on 12/08, but appearently they do not.I am requesting an expediated shipping to make sure the items arrive before 12/14, or otherwise a full refund with extra $100 for the entire hassle of wasted time and energy from my side.

• Initial Complaint

  Date:12/03/2022

  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 of transaction 11/08/22.******************* ******************************************************************** T ************ Price of sneaker ( GEL-cumulus 24): $140.40 I purchased these sneakers from Ascis.com website. The heal of the right shoe is defective. When the shoes arrived, I set out for my walk outside. Within the first mile of my route, my upper right heal was bleeding. I waited for my heel to heal for about a week and then tried to wear these again. I applied double heavy fabric band aids on my heel and a protective sock. Again, this time my heal hurt and I had to remove the shoe. (right shoe only). I emailed the company the return policy filled out with photos. They promptly denied the return claim. I then waited a week for a supervisor to return my call and was promptly dismissed. Unfortunately the photo does not show any damage to the the heel of the shoe. The way it was made or shipped, the heel digs in to the heal of my foot, thus causing blisters and then pain. The left shoe is fine. Upon further research, I found numerous negative reviews concerning Asics sneakers. I have walked for many years and have used many different brands of sneakers. I have never seen this type of defect or poor customer service as this company. The reason for this letter to the BBB is to protect other people from dealing with this company. clearly a sub-standard product at a premium price. I appreciate you taking the time to accepting this complaint. *******************

• Initial Complaint

  Date:11/27/2022

  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.

  Asics customer service has ignored and /or denied my complaint about defective shoes. I was caught in the rain while wearing a $149 NEW pair of white Asics athletic shoes. The orange dye from the underside of the inner sole of the shoe became wet and transferred to inside of the shoes, socks and also my feet. The shoes cannot be worn and are obviously defective as the underside of the inner sole will transfer the bright orange dye to not only the shoe but to my skin, also ruining socks, whenever wet from weather or whenever the feet sweat in a hot climate, My main contact at Asics customer service from the start has been ******* who has been in my opinion no help whatsoever, rude and arrogant. I feel she has been unprofessional in that she did not contact me as she indicated she would with a resolution. I was finally able to get in touch with her weeks later and she denied my claim, first without explanation and then telling me the shoes must have been mishandled or abused which is NOT true. She also refused to connect me to a main manager at corporate office telling me she was in charge of all complaints. I requested she escalate my complaint, and she reluctantly and rudely finally consented to do so . Months later when I received no response and again contacted Asics I was told she had never escalated my claim. Since then I contacted others at Asics customer service who were also of no help telling me they would abide by her decision. Please note that they verified they have on file all of the required photos, receipt and other information sent to them in a timely manner,

• Initial Complaint

  Date:10/25/2022

  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've been an exclusive Asics/Tiger user for over 50 years and have always experienced a high quality product with good form and fit. My guess is that I am over 100 pairs purchased. Recently, I purchased a pair of Challenger 13 court shoes and experienced a very uncomfortable fit, inside, there is an arch like hump on the outside lateral edge. The hump is so pronounced that it actually bruised and swelled my foot. I contacted Asics Warranty to initiate a claim. I provided them all the information they requested. One requirement and my response below is my concern.* Pictures of the manufacturing defect from multiple angles to adequately show the defect - Not visible, only discernible when wearing.The first response I got from Asics is that I did not provide pictures of the defect. They obviously did not read my response. I wrote them back again explaining my comment above, this time they said they determined no defect with the shoes and sent me a link on how to tie my shoes!I called them this time, I asked how they could make such a determination without physically seeing the shoes? I even offered to send the shoes back for their physical inspection. I got some empathy, so the ** rep escalated for me with a note that I requested a physical call back to discuss with Supervisor/Manager. Never got a call back, just another email from the Supervisor making a determination that there was not a defect in the shoe. I tried to call the ***************** no one would answer the phone, just voice mail jail. While Asics communications is good, it seems that their position on warranty is to avoid ANY responsibility at all costs. This further evidenced by the many posts on this site on the same subject.I am very disappointed and flabbergasted on how a group of people sitting behind a desk and computer can make a determination of a physical condition.I love Asics shoes, but now it's hard for me to support a company with such poor practices

• Initial Complaint

  Date:10/10/2022

  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 recently purchased a pair of Novablast 2 because of the heel support that was described. I wore the shoes twice and they caused me severe pain in both heels. They are not the quality of my other several pairs of ASICS. I would like the return the defective shoes but their customer service has told me no exceptions to the unworn return policy. What kind of company wont accept a return of a faulty product? No high end shoe company would treat their customers this way. ************* all other higher end companies will gladly take back a faulty pair of shoes. I will never ever buy another pair of ASICS as long as I live because if the shoes are defective, they basically just tell you youre stuck with them. I will take my hard earned money elsewhere. The company should make this right. I thought ASICS was a great company with great products and have been completely shocked by how they treat customers.

• Initial Complaint

  Date:09/04/2022

  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 am a longstanding customer of ******************** and have been wearingthe women's GT **** series for years. A pair of shoes typicallylasts me three months. I ordered three more pairs of the same style but just a differentcolor in mid-June to take advantage of a discount. Each pair only lasted two weeks. Although the shoe looks intact from the outside, the cushioning broke down so that it feels like you have no more support than wearing a sock. I incurred pain throughout my lowerbody after trying each pair thatwore down prematurely and had to seek medical treatment for the injuries incurred. I did not ask for any compensation for that. I just filed a warranty claim at the beginning of July as I wanted replacement shoes that were not defective. I explained that defects could not be visible in the requested pictures. The claim was denied. I asked to speak with someone. I received a reply that someone from the corporate office would contact me. I replied via e-mail and called to see around when that might happen so I could plan accordingly. This went on for many weeks, and I never heard from someone. I was told by a staff member at Asics when I called that the case was closed because it was denied. However, I never got the call I was told I would receive. I then was told that a supervisor would contact me. Every 72-hour period that you are supposed to wait for a supervisor would pass without a call, and I would ask for another call. No one called. This went on for more time. Eventually, I sent a message through the chat on the BBB website asking just to speak with an Asics rep. live to resolve this issue and not to take any action. I received an e-mail saying someone would contact me. No one ever did. I replied via e-mail twice, and I never heard back. I also called, and I was told that no one could speak with me because I sent a message via the BBB website. I spent a lot of money on shoes that I need and that did not last.

• Initial Complaint

  Date:09/01/2022

  Type:Customer Service 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 contacted Asics and filed their warranty claim twice and both times it was denied. ***y claim they have a warranty program but they claim its user error. I have ran **** miles this year and bought 65 asics in my lifetime. I ran 4 miles and they broke. I filed two claims and they said it was ME. in four miles, and refused to talk to me or return a faulty product. Go on their ******** and everyone is saying the same. ***re is no customer service. You contact because you purchase with the idea of a good product and a warranty when in reality there is ZERO warranty even with bare use and its your fault.Again everyone else on social media is saying the same, and they told me to deal with it and keep broken 100 buck shoes with four miles.I wrote this on social media and basically it is my fault the shoe breaks with 4 miles. So they lie that they have a warranty programI am deeply appalled and upset by the Asics customer service. I have been a loyal ******************** customer for at least 16 years and buy 4 pairs of shoes a year. As an endurance athlete, I need a reliable shoe and typically Asics has been that. However, the last pair of shoes I purchased (Gel Kayano) had a manufacturers defectthe heel pad of the right shoe collapsed/slipped after one run of four miles. *** collapsed/slipped pad, which clearly was not glued or properly constructed left the right heel exposed and caused rubbing and pain. This manufacturing defect could cause significant injury. Due to this defect, I had to use another pair of new Asics shoe (same model and year) and I had no problems. It fit like my typical Asics running shoe. I was upset with the defect so I contacted Asics in order to get the shoes replaced through their warranty policy, because running shoes are expensive and should last more than 4 miles. Asics customer service was poor and down right rude. After following all steps they denied my claim, saying it was user error. ***y even sent me instructions on how to properly put my shoe

• Initial Complaint

  Date:08/29/2022

  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 and paid for 2 pair of running shoes(Kayano 27) that in my opinion injured me due to being defective. I contacted customer service on 23 & 25 July 2022 and warranty **** 8 Aug 2022, all of which denied my requests to replace the defective shoes with non-defective shoes, I did not ask for a refund. In the attached pic's, you can CLEARLY see the defect in the "toe box" where a RIDGE presents when you press on the toe box, this ridge is thick AND stiff and I sustained an injury from this defect. I'm a retired Marine and have been running in shoes specifically ASICS shoes for 30 years & this is the 1st time I've received a defective shoe. After disputing the charge with my credit card company ASICS allowed a non-professional to reply to my credit card company and make a libelous statement that I was committing "friendly fraud". ASICS plays up their return policy when they will only accept a return if you've NEVER worn them AND all tags are still attached, how does this help a consumer who is injured by their product that can't possibly meet their ridiculous return standard. Looking at their abysmal BBB rating, I don't expect a favorable result from a problem I offered the SIMPLIEST of solutions to and was rejected. Now, I want a refund, of the FULL amount! Next stop, CPSC.ORG to see if they can offer a solution to a product that caused me and possible others injuries. When you produce a defective product, you don't get to hide behind a ridiculous return policy and subjective warranty process that can't possibly benefit a customer. I request this complaint remain on BBB website/files for as long as policy allows, hopefully to keep other potential customers from experiencing the abhorrent customer service that I've had to endure.

  Business Response

  Date: 08/31/2022

  The part of the shoe you are claiming as a defect is standard component of running shoes. Running shoes are made with support at the front of the toe box so that the fabric of the toe box does not rest on toes in a correctly-fitted shoe.

  Customer Answer

  Date: 08/31/2022

  Not once have I claimed the defect isn't a standard component of running shoes, in fact, please, grab ANY running shoe from ANY manufacturer(new OR used) and press in the middle of the toe box and you will NOT be able to create/form the ***** edge that appears to be the defect. I have ****** 26's & 28's and NEITHER of them have the THICK, ***** edge that caused me pain/injury. This is NOT about proper fitting, I've been running(in ASICS), mostly ******'s but some Nimbus' and have NEVER, EVER felt the toe pain that I sustained in the Kayano 27's. I bought 2 pair of Kayano 27's from ASICS.com in the same purchase and BOTH pairs have the EXACT SAME DEFECT, it seems that whatever material used in the outside edge of the toe box is too thick and instead of being flexible and supportive is stiff and rigid causing not minor but extreme toe pain. I ran in both pair, alternating them over the course of about 6 weeks, after the toe pain got bad I thought it was the socks, check your website, I BOUGHT NEW RUNNING SOCKS ON JUL 13TH and after EXACTLY 1 run in the new socks, the toe pain was so bad I FINALLY figured out it was the shoes. It is incomprehensible how this defect can be attributed to fitting.