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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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    Customer Complaints Summary

    • 165 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:05/12/2024

      Type:Sales and Advertising 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 returned my full order of three pairs of sneakers to ASICS and they only refunded me for Jogger X81. I attached an email stating that I returned all 3 pairs.

    • Initial Complaint

      Date:05/10/2024

      Type:Sales and Advertising 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 ordered 2 pairs of sneakers. One size 10 and the other 11. Upon delivery, one of the sneakers and I dont recall which one had the security tag attached to it. Either way they didnt work out and I returned them. I got an email stating that they received my returns on 5/1/24 then on 5/10/24 I receive and email from **************** Stating that the size 11 shoe was missing and that a pair of worn Slip-ons instead were received. This is complete absurd and untrue. I returned both sneakers. I dont even own slips ons. I suspect someone internally stole the shoe and is accusing the customer of doing such a ridiculous thing. I shop online all the time and have never had an issue like this with any other company. This is the first and last time I buy anything from this fraudulent company.

    • Initial Complaint

      Date:05/08/2024

      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.
      Purchased a pair of GEL-CUMULUS 25 (Item: 1012B441.003) running sneakers from Asics website. I was unaware of this new option to buy discounted high end running sneakers at a discounted price. This option state that the sneakers were gently used, cleaned and refurbished prior to resale. I made this purchase on-line 4/30/24. It was my intention to purchase men's running sneakers and that is what I understood I purchased. This item is regularly $140 running sneaker but offered at $80.50 gently worn. When I received an email of my order it was accompanied with three options for return (A,B and C): see exact policy, attached.When I received the sneakers I found them to look undersized and I would not describe them as gently worn. They looked like someone's old sneakers, not an $80 purchase. I then attempted to return the purchase (5/07/24) and was told on the Asics "chat" feature that my purchase, "Road Tested" running sneakers was a final sale and can not be returned. I then offered that normally I would have understood but that I believe I received a woman's shoe. (Note: nothing in my purchase identifies this sneaker as a womans running sneaker see attached copy of order).The chat option was an effort in futility, I have asked for subsequent **************** options and received one follow up email stating all "Road Tested" purchases are final.I have also included photos of the sneakers that I would not deem "gently worn". I am so completely disappointed in Asics treatment of a loyal customer of several decades. I stand by the fact that there is no indication that the item I purchased is a woman's sneaker. The associate who spoke with on chat stated it clearly shows the width of the shoe as "B" which is a woman's size. I have NEVER heard such a thing. Requesting a FULL refund, and I wouldn't mind an apology!

    • Initial Complaint

      Date:04/30/2024

      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.
      On July 21, 2023 I bought a pair of ASICS shoes at the ASICS store in *********,**. Recently the bottom of both shoes became detached from the upper body of the shoe rendering them useless.I found out that ASICs warrantys its product for 1 year from the date of purchase.I filed a warranty claim with ASICS and filed all the information requested. My claim was denied due to a lack of the original receipt. I provided ASICS with a copy of my credit card receipt with the date of purchase, location of the store, and the price of the shoes along with the receipt number provided by ASICS. Needless to say I do not have the original receipt since keeping all my receipts for years would be an unnecessary burden. It seems to me that ASICS policy of requiring an original receipt is designed to eliminate valid warranty claims by placing an unreasonable requirement on consumers. I was able to provide all the necessary information except the original receipt. When I asked ASICS for a copy of the receipt. I was told it was company policy to discard the purchase information after 90 days. This policy is designed to prevent valid claims from being processed

    • Initial Complaint

      Date:04/27/2024

      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 returned 4 pairs of shoes to ASICS & only received a refund for 3 pairs. Following are the details & steps I've taken to receive my full refund.My ASICS order # ASCUS48603056 was placed on 3/11/24 for 4 pairs of shoes for $594.95. I requested a return on 4/7/24 & brought the package to a ***** dropoff location on 4/8/24. The tracking # is ************ & per ***** was delivered 4/10/2024. The package weighed 7 pounds per ***** tracking. On 4/18, I received a refund for $441.21. When my return was submitted to ASICS, the email stated the estimated return would be $554.96 (not including tax). When I discovered I was missing my refund for 1 of the shoes approximately $137.79, I contacted ASICS on 4/21 & spoke with customer service rep ********** She was unable to refund me at the time, but stated they would need to confirm the information with the warehouse and instructed me to call back in 72 hours. I called this morning 4/27 & spoke with Flem about an update on my refund. I shared additional information from my records including the weight of the package-7 pounds. After weighing gym shoes, I found each box weighed roughly 1.3 pounds. This would mean the package with 4 pairs of shoes would be about 5.2 pounds plus the weight of the box shipped in. Had I only shipped 3 pairs of shoes, the weight would have been less than 7 pounds.**** said he was contacting his managers to resolve the issue. I was on the phone for about 35 minutes and Flem still had not received any communication back from his managers. I asked multiple times throughout the call to speak with a manager, but was not given the opportunity. About 45 minutes into the call, **** said his manager replied that they would have to check with the warehouse. I said that action was supposed to take place after my last call. It became clear they were not going to assist me with my refund today. According to ****, the manager he was speaking with was ******** and case # ********.Thanks for your assistance.

    • Initial Complaint

      Date:04/16/2024

      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 in early March. About a month after wearing them, solely on a treadmill, I noticed that the interior heel lining was completely coming apart. I had never experienced this before in any shoe, so I reached out to ASICS to see about having the shoe replaced under their warranty.Ultimately they said it was not going to be replaced as it reflected normal wear and tear. So theyre effectively saying its normal for the entire interior heel of one of their sneakers to completely disintegrate, after only a month or so of wearing it.Not only is their warranty misleading but they dont stand behind it when its clear the cause of the issue is due to a manufacturing defect.

    • Initial Complaint

      Date:04/11/2024

      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.
      Order number ASCUS48611534 Date: March 12, 2024 Total amount paid: $192.60 After using the shoes for the first time last week my feet started to hurt, specially the left one. After the third use yesterday I have a foot injury and cannot play tennis for 2-3 weeks and cannot use those ahoes anymore. I contacted them to see if after my experience i can exchange the shoes for a wider size but because i use them they cannot be returned. So you cannot try the shoes using them in the activity you perform? How can i they them then? That is absurb and inwould like my money back or a option to exchange for a wider size. I thought this was a premium sport brand but the act as a cheap company that does not care about customer experince using the products

    • Initial Complaint

      Date:03/30/2024

      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.
      Product is failing and ASICS representative decided it is not. The ASICS rep needs retraining on what a failing product looks like. I have been an ASICS customer for 15+ years and have never seen this kind of wear before on shoes with less than 40 miles on them. I have never had to do an ASICS warranty replacement until now, and now this is what I have to deal with. Absolutely abysmal customer service.

    • Initial Complaint

      Date:03/26/2024

      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.
      let me start by saying my wife and I have owned and wore Asics Shoes for many years without any problems, until the last two pairs we have, 1st my wife purchased hers in February 2024 and only wore a few times and the heel felt odd to her and the shoe heel portion inside had sunk down and made it uncomfortable to wear. 2nd mine was a gift around Christmas 2023 and I only wear them on weekends or when we go out, same problem. these shoes are the same number Gel Kayano 29.we put in a warranty request and was denied, because they told us we were not putting them on right, Asics said we didn't tie or untie when putting them on / off. I explained that that was not the issue because if it was why didn't it happen the 40 -50 pairs before that we owned. Shoes are expensive and I feel that being aver the age of 60 that I learned how to put shoes on / off. I am not asking for anything but to replace with the same shoe, because they are very comfortable, and Asics is the only shoes that my wife and I wear when we go out. Asics also said they may have been the wrong size, but before these pair we bought our last ones at an Outlet and was fitted by an outlet professional. We have usually 2-3 pair in our closet, because when I need a new pair for work I move the weekend shoes to work and break out a new pair. So we go though 4-5 pairs a year. Asisc is the only shoe that doesn't make our feet tired after a long day. I hate the thought of trying to find a different shoe company. I have already sent multiple photos to Asisc Here is both Case #'s: ******** and Case #: ********

    • Initial Complaint

      Date:03/22/2024

      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.
      Charge on my debit card with never buying anything. The company told me they have no email matching mine or my phone number in their system! I told them because I never heard of your company! I asked for my $44.95 back she told me she couldnt do anything for me

    Asics America Corp is NOT a BBB Accredited Business.

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