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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

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Asics America Corp has 5 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/04/2024

      Type:Product Issues
      Status:
      Unanswered
      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 writing to file a complaint regarding Asics and the refund process for my return, which has been delayed without sufficient explanation or resolution despite my multiple attempts to resolve the issue.On September 18, 2024, I initiated a return for my order, and the items were successfully delivered back to Asics on September 20, 2024. After a week of no updates on the return status, I contacted Asics customer support on September 27, 2024, where I was told the refund was being processed, and the delay could be due to standard banking times (5-7 days). I was assured the refund was in progress.However, after waiting the full 7 days and seeing no change, I called Asics again on October 2, 2024, and I was informed that the warehouse had not yet accepted the items. The representative was unable to provide a clear explanation of what was pending. After a long and frustrating conversation, the representative reluctantly filed a claim and promised that I would receive a follow-up that same day, which I never did.I called once more on October 4, 2024, as there was still no update, only to be told that the case was being forwarded to the refund department and that I would need to wait an additional 3 days for a *********** has now been over 10 business days since Asics received the returned items, and each time I contact customer support, I encounter delays, vague answers, and broken promises of follow-up that never materialize. It is clear that Asics will not process my refund unless I continue to call, and I fear that without external assistance, they will continue to delay the resolution.I expect Asics to follow through with their return policy and issue the refund promptly, but my trust in their process is now completely eroded. I am requesting the BBBs assistance in resolving this matter as soon as possible.

    • Initial Complaint

      Date:10/02/2024

      Type:Product Issues
      Status:
      Unanswered
      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 need help getting my money back from Asics. On August 4, 2024, I purchased several pairs of shoes from Asics Online Web Store for a total $1398.57. On September 8, 2024, I drove 50.4 miles to the Asics Store to return all pairs of shoes purchased on August 8th except for one pair of shoe that I am still debating if I want to keep it. After I completed my direct Return-to-Asics-Store the Asics Store Manager ***** told me that my Return-to-Store Refund would go back to the original credit card used to make the purchase in 7-10 days. It has been nearly 30-days and Asics still will not give me back my money.The attached Two RETURN CONFIRMATION eCOMM SALES ORDERS document that the Manager ***** at the Asics ******************* #**, ******************************, on 9/8/2024 via Delivery ********** and ********** of Order #: ASCUS49526**7 received 11 pairs of shoes.

    • Initial Complaint

      Date:10/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a pair of sneakers from Asics on on September 10th via ******. They arrived on September 14th. Typically, I get fitted for running sneakers to be sure they offer the right support for my feet. I trusted this specific brand/style/year because I just finished with the same brand/style/year and was buying the exact same ones (different color) as my replacement. I added a picture for you to see I have previously purchased the same shoe (different color). Based on my recent experience with this exact shoe, I was confident in buying the same shoe online, instead of going to Marathon Sports (where I typically shop to get fitted). Once I received the shoe, based on my confidence, I threw out the box and began using them. I immediately started noticing an issue with my left heel/arch. I wasn't sure what was causing it because I couldn't imagine it was the sneakers. I use the sneakers for running and for walking. I need quality sneakers to support my feet. I wore them for the last time on Sunday, September 22nd, convinced it was the sneakers. I immediately experienced relief when I wore a different sneaker. I have used other brands such as **** and Hokas, both with great return policies that support issues with a sneaker identified through wearing them. Because I believed there to be a defect, I went that route. Why was this one causing me issues when the previous ones I just finished using weren't an issue? It's only the left foot and I can feel that it's different. My foot feels elevated on the inside. I reached out to Asics and they have been so unhelpful. I've posted pics of my communications with them. They decided it wasn't a defect, even without seeing them. They won't help me and return my money. I've had the sneakers for less than 10 days and can't wear them. They are hurting me.

    • Initial Complaint

      Date:09/25/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a pair of ASICS shoes on November of 2023 at a retail store (a store that is not ASICS).After a few months of using them they started to hurt my foot.I found out they were defective at the sole of the shoe. I filed for a Warranty claim with ASICS and it took them 2 months (!) to finally approve the claim. And so I received a $90 coupon that is ONLY valid to use at ***************************** Im forced to only shop *online* even though the pricing of ASICS online and other retail stores are not always the same. And the fact that my original purchase was not at an ASICS store. However I agreed to that. And so I went to SEVERAL stores to find an ASICS show that I like (more time wasted on my end). Until I finally found a pair that I like, I went to buy them online and I see that I need to pay $10 shipping. I called ASICS to inquire (since I dont think Im suppose to pay for shipping) and I was told that ASICS Never waives a shipping fee and the only way that I wont have to pay the shipping cost is if I open an account with **********************. Again, I agreed (even thought Im not interested in an ASICS account). The ********************** that I selected cost less than $90 (the value of the copoun) so I decided to buy 2 pairs (even though it means Ill need to add money).Then, when Im finally about to finalize the purchase, I see that the coupon I was given is only qualified for ONE Item. Thats where I draw the line and I dont accept. With all due respect, I paid $90 for a pair of shoes that were defective.I understand that sometimes things happen, but if I paid $90 I should get my money back or at least my moneys worth WITHOUT so many limitations on them. A more reputable, customer service focused company would have provided me with a check to do as I please or at the very least a voucher /coupon to do with as I please on their website.The best solution that I would agree to at this point is a OPEN coupon of $90 to purchase what I WANT at the **************************

    • Initial Complaint

      Date:09/25/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Never recieved item and shipment lost in fed ex. *** ex directed us to the company which refuses to answer phones or email. One reply was sent however nothing happened since. No refund has been issued and no product recieved.

    • Initial Complaint

      Date:09/14/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 some new Asics shoes and there is a defect in the sole of the shoe. I have contacted the manufacturer well within 30 days of purchase since they were purchased on 8/24 and the manufacturer is refusing to honor their warranty. I have attached the pictures I sent to the manufacturer for the request along with my purchase receipt. This is completely unacceptable and violates their warranty policy

    • Initial Complaint

      Date:09/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Item was ordered on Nov 14th 2023. It comes with the a 12 month warranty. Asics customer service notified me on Sept 2nd that they refuse to honor their warranty because they say the reason for the holes in the shoes appearing are because I'm not lacing them up correctly. I have had 100's of shoes purchased throughout my life and none had holes like this. IMO , this was an excuse not to have to replace the shoes. Please send replacements

    • Initial Complaint

      Date:08/27/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased shoes online @ Asics on 5/20/2024. I have been very busy and didn't return them immediately but it was within 90 days. I tried them on and wore them to play pickleball one time. It took me 2 weeks to get over the pain the shoe caused me. The Gel Resolution9 is vinyl on top/ I didn't know this. When you bend the shoe to walk, the outer creases and presses very hard on your pinky toe. The shoes are clean and look brand new. They told me they don't qualify for an exchange because "there isn't a visible mfg defect". The shoes aren't falling apart, they are literally designed in such a manner that anyone who wears them would have the same problem. I will never waste my money on Asics again. I just want to exchange them.

    • Initial Complaint

      Date:08/27/2024

      Type:Product Issues
      Status:
      Unanswered
      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 received a pair of Asics running shoes for a gift and while jogging recently, the entire sole of the shoe fell off. I have contacted customer care via email and phone to get a replacement pair of size 13 running shoes. They have refused to exchange the faulty shoes because I do not have a receipt. I have explained to them that I received these as a gift, and do not have a receipt. These shoes are less than one year old and all I am asking for is a replacement pair. I have submitted pictures of the faulty shoes to Asics( customercare-**************************** and they have continued to ignore this issue.

    • Initial Complaint

      Date:08/26/2024

      Type:Product Issues
      Status:
      Resolved
      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 3 pairs of sneakers online and received them August 10th. The style was not what my husband and son wanted. I immediately returned them and they were received in the warehouse on August 15th. Their website (see screenshot) states you should receive a refund within "7-10 days." Today is "day 11". I spoke to customer service today and they advised me it is "business days." That is NOT stated on the website, which the *** acknowledged. However, they still refused to help me in getting my refund processed! They said that they could not contact the warehouse yet?! I do not understand this. There is no reason I should have to wait when everyone is acknowledging I returned the merchandise. They were never even tried on, so they are not under review or anything. They could have been resold for all I know. I've never been made to feel like my money is being held hostage more than this experience. They are purposely waiting until the last possible moment to do what is right. Meanwhile, I have a credit card bill to pay in full. The fact it, they need to put "business days" in writing for their consumers. It seems very misleading to blatantly lie about that before you make a purchase. To have to discover that after the fact is deceptive. I am seeking to have my full refund processed and received as soon as possible. Thank you

    Asics America Corp is NOT a BBB Accredited Business.

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