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Business Profile

Retail Shoes

Adidas North America

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 1,465 total complaints in the last 3 years.
    • 560 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:07/05/2025

      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 am writing regarding Order AD944029747, which was placed for my mother. Unfortunately, the items did not fit her, so I initiated a return for all three items. I used the provided return label to send back two of the items. However, I still need a return label for the third item the Black (size 9). On July 4th, I chatted with Leizel, who appeared to misunderstand the issue, but ultimately stated that she had requested a new label and that it would arrive within a day. I never received it. I followed up via chat with Regie, who also seemed unaware of the situation and simply resent the original label - the one I had already used for the first two items. I explained this clearly and requested to speak with a Supervisor. Regie refused, saying he would coordinate with the previous agent to get the correct label sent. He then shifted the blame, suggesting it may have gone to my junk mail. I confirmed that I had already checked thoroughly. When I again requested to speak with a Supervisor, he told me to call in if I wanted one - I explained that I did not want to re-explain the situation yet again and would prefer a call back. He claimed someone would follow up with a call, but instead abruptly ended the chat before I could download the transcript. To date, I have not received the return label nor a call from a Supervisor. This ongoing back-and-forth has been incredibly frustrating. I simply need a new return label for the third item and a proper resolution to this matter.

      Business Response

      Date: 07/07/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear about your experience with our customer service team and to hear that you did not receive the return label that was requested.

      We have sent you a ***** label to your email tracking number 791833245259.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.


      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 07/07/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:06/26/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Online order made on June 13, 2025. Total amount of purchase $94.83. The business committed pick up and collect via June 13, 2025. The reason for the dispute was that I made an online purchased with intentions that this order could be picked up and collected on the same date 6/13/25. This option that was provided by the merchant was not honored. Still to this date of complaint I do not have the my product. I have made several attempts via phone to customer care and to the ********************** with regards on status of my order. No resolutions has been given outside of broken promises. I reached out to the store and customer care on 6/14/25 once I hadn't receive a response I spoke with both a ******** (Supv) store level and ********. in which I encourage that this order was needed as of the date in which was promised.both individual later advised me that the pick up and collect option which was provided the company was not going to be honored for it is in there practice no such as a same day store pickup. I reply this was reason for the order since this was the option being offered. I then request a cancellation since order had not been filled they refused to for that isn't an service that they could do I would have to wait until the now advised ship to store option.i was provided with an case # ********. I inquired about the store # for to help with identifying store I was refused and only provided store phone #**********. I later received an email on 6/14/25 that my order had been shipped after I spoke with an agent. I later reached back out on Monday 6/23/25 spoke with **** department **** call center level yet no resolution again offered a $10 off coupon never received. I again request full refund and was refused yet again was told this request would be escalated up to next level received a call from ******* Supv escalations with yet no resolution was advised this had to go to back office to be cancelled. Today 6/26/25. no resolutions has been given no refund provided.

      Business Response

      Date: 07/01/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear about your experience with our customer service team and to hear there was an issue in getting your most recent order.

      As per your request we have cancelled the order.

      We will respond to you directly with a resolution.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

    • Initial Complaint

      Date:06/23/2025

      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.
      Order AD943201932 Placed order for shoes on 6/1/2025 and delivered to me 6/4/2025. Total of $168.80 including tax.Changed my mind on them because I didn't love the color + fit was a bit weird and initiated a return. Dropped them off at ***** later using the prepaid shipping label on 6/4/25 and they arrived back to Adidas on 6/6/25. Return tracking number 797409435017.Contacted customer service the week of June 16th checking in on the refund. I received an email stating "This is a follow-up email regarding your refund for AD943201932. I have already received an update from the respective department who handles this case and after they carefully assess and investigate this matter for your return issue, our team has determined that we will not be issuing you a refund. The return package contents did not match what was expected to be returned from our warehouse. Our **************** team is not able to provide additional details regarding the decision to not issue a refund." ---- I attached the email below.I sent an email and called them asking what was wrong with the return and they couldn't tell me. When I called them the representative didn't seem to know what was going on and said that email was about a manual refund (?). I returned exactly what was sent to me, and the lack of details on their part is concerning too. Please help!

      Business Response

      Date: 06/25/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear about your experience with our customer service team and to hear there has been a delay in processing the refund for your recent order that you return.

      A refund has been issued, please allow 2-3 business days for processing.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 06/26/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23507701, and find that this resolution is satisfactory to me. 

      Thank you.


    • Initial Complaint

      Date:06/21/2025

      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.
      Adidas received return ********** on May 27, 2025 and the website says return inspections take 5 days and its been well over 5 days, my clothes are still in inspection, and its about time to submit my return for $21.00 back to my original paymemt method. This return was for order AD942482294 Item code JJ4128 for the lounge soft side pocket graphic tee in white in a size XS. Thanks in advance.

      Business Response

      Date: 07/02/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear about your experience with our customer service team and to hear there has been a delay in processing the refund for your order that was return.

      A refund has been issued, please allow 2-3 business days for processing.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 07/02/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23501558, and find that this resolution is satisfactory to me.




      Sincerely,



      Toni Clark

    • Initial Complaint

      Date:06/18/2025

      Type:Product Issues
      Status:
      Answered
      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 shoes, a pair of shorts and some socks from Adidas on May 3, 2025 and received the items on May 6, 2025. I returned all of the items to Adidas in original packaging on May 12, 2025. The items were all in brand-new condition. Adidas acknowledged receipt of the items May 15, 2025 and has not refunded me. I called them on the phone today and they said it would take another 2 weeks just to research my order. This is unacceptable. I followed their instructions for the return and expect a full refund.

      Business Response

      Date: 06/27/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear about your experience with our customer service team and to hear there has been a delay in processing the refund for your recent order that you return.

      A refund has been issued, please allow 2-3 business days for processing.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Adidas sent me an e-gift card for my previous return in the amount of $36.40. I tried to use the gift card for two different purchases, was not able to. I contacted Adidas in May, requesting to replace the gift card, but have not received the replacement.

      Business Response

      Date: 06/26/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear about your experience with our customer service team and to hear that you were not able to make a purchase using your gift card.

      We have done an investigation on our end and you should now be able to make purchase using the gift card.

      Kindly let us know if you experience any further issue.

       We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

       

       

    • Initial Complaint

      Date:06/17/2025

      Type:Product Issues
      Status:
      Answered
      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 was never compensated for the closet clean out program. It has been a very stressful process without any progress or information.

      Business Response

      Date: 06/26/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear about your experience with our customer service team and to hear that you did not receive any credit for the items you sent back via our giveback program.

      We will reach out to you directly with a resolution.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

    • Initial Complaint

      Date:06/16/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 floow up on a return i made 2 months ago.I have already returned the items order number is AD940379546.but I have not yet received the refund>I contacted ADIDAS many times,but still didnt get my refrund

      Business Response

      Date: 06/17/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear about your experience with our customer service team and to hear there has been a delay in processing the refund for your recent order AD940379546.

      A refund has been issued, please allow 2-3 business days for processing to the original method of payment.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.




      Sincerely, 
      Consumer Relations 
      adidas America

      Customer Answer

      Date: 06/19/2025

       
      Complaint: 23474489

      Im rejecting this response because the refund amount is incorrect. I returned two items but only received a refund for one. Where is the refund for the other item? In total, I should be receiving $63.65.



      Sincerely,

      Sophie ****

      Business Response

      Date: 07/01/2025

      Hello Sophie,

      A refund was issued on  6/17/2025 for the amount of $62.48.

      The refund was sent to a new gift card.

      Please refer to your email for the new gift card information.

       

      Sincerely,

      Consumer Relations

      adidas America

    • Initial Complaint

      Date:06/12/2025

      Type:Delivery Issues
      Status:
      Answered
      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 repeatedly requested to be unsubscribed from Adidas marketing emails through their website and by direct communication with their privacy but they ignore and not do their job by unsubscribing. On May 21 2025i started unsubscribing , I received a written confirmation from Adidas stating that I had been unsubscribed and that no further marketing messages would be sent. Despite this, I continue to receive unsolicited marketing emails from Adidas.This has been ongoing for over two months, and the company has not honored their stated commitment to stop these messages. I believe this is a violation of email privacy and consumer protection laws (such as the CAN-SPAM Act), as I have not consented to receive these emails and have actively attempted to opt out multiple times.

      Business Response

      Date: 06/18/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear about your experience with our customer service team and to hear that you were still receiving emails after you request to opt out.

      We have resolve the issue on our end.

      Kindly let us know if you receive any email after 6/12/2025.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely, 

      Consumer Relations
      adidas America

       

    • Initial Complaint

      Date:06/12/2025

      Type:Delivery 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 placed an order with Adidas my order number is AD941469454. I placed this order on May 5, 2025. I received an alert saying my order was delivered on May 10, 2025.. I contacted adidas and told them the order was not delivered to me. Adidas defaulted my order to my sons address who lives in **************. However, the laser shipping company still delivered my order to the wrong address.. I contact Adidas. I sent them of the address that they delivered my package to. I also sent them evidence of my sons address. It is now been over a month. Ive been contacting Adidas several times about this Also speaking with the shipping company and I still havent been able to get any resolution. I am very dissatisfied. This is not the first time that Adidas has done this. The **************** is disrespectful if you place an order with them, they dont refund you because the shipping company is telling them they delivered the package to the correct address and in fact, it was the wrong address I attach photos you can clearly see the evidence of where they delivered my order to which was the wrong address as well as as I attached a previous order that placed on Adidas and it was sent to the correct address and I received that order back in February. Its clearly the wrong address.

      Business Response

      Date: 06/12/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear that you did not receive your order.

      The carrier has confirmed that the package was delivered to the correct address.

      We will not be able to process a refund.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 06/15/2025

       

      Complaint: 23459054



      I am rejecting this response because: you can clearly see the pictures that it is the wrong address. I sent you a picture of the address that they sent it to which is clearly 124 N 1950 W apartment 120 SW. Salt Lake City, Utah

      So please stop insulting my intelligence by telling me that it was delivered to the correct address. 

      It infuriates me that you’re not doing a proper investigation. Not to mention that I reached out to your customer service as well as your shipping company to inform them that that was the wrong address and please go back and retrieve my order. 



      Sincerely,



      Kiett Baptiste

      Business Response

      Date: 06/24/2025

      Hello Kiett,

      We are able to provide you with an adidas gift card for the amount of the order.

      Kindly reply and let us know.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 06/27/2025

       

      Complaint: 23459054



      I am rejecting this response because: just like you can offer me a gift card for the amount you can also just refund my money. Thank you so much. I would appreciate if we can clear this matter very soon. 



      Sincerely,



      Kiett Baptiste

      Business Response

      Date: 07/03/2025

      Hello Kiett,

      We are only able to prove the refund in the form of a gift card on adidas end.

      If you wish to take the matter further, kindly take it up with FedEx.

      Please refer to our terms and conditions on our website

      https://www.adidas.com/us/help/us-company-information/what-are-the-terms-and-conditions

      section 7

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 07/04/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23459054, and find that this resolution is satisfactory to me.

      Even though I’m willing to accept the gift card as a form of resolution. I am very much so still dissatisfied..  also I would like for Adidas to send me the information from FedEx because it wasn’t delivered by FedEx. It was delivered by on track delivery service. 

      Sincerely,



      Kiett Baptiste

    Adidas North America is NOT a BBB Accredited Business.

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