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Business Profile

Retail Shoes

Adidas North America

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

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.
    • 559 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:07/07/2025

      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 bought a pair of sneakers on May 10 and the order was delivered on May 13 (order #AD942394936). I was not satisfied with the sneaker and returned it to the warehouse by mail (return #**********, tracking #************). The package was sent on June 6 and received by the warehouse on June 10. Since then, the return status has been 'In Inspection' and not changed. I contacted the customer service twice and both representatives said they could only file a request to the warehouse team and asked me to wait. I'm wondering if BBB can facilitate a resolution and accelerate the refund process. Thank you!

      Business Response

      Date: 07/09/2025

      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: 07/10/2025

       
      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,

      Zehui Xia

    • 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:06/30/2025

      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.
      This item was placed on the May 20, 2025 I bought a slide and a running shoe on ADIDAS, however I only received the Slide. When I contacted Adidas this is there response "since the items were marked as delivered, our policy requires the return of the product received before we can proceed with a replacement. However, as you reported that the Questar 3 Running Shoes were missing from your delivery, the best option in this case is to issue a refund."There were similar shoe and other shoe on sale, I asked if it cannot be substituted I was told I can get a one-time price adjustment; however, this can only be applied to the same colorway and exact item I initially tried to order.The shoe is now in stock, when i contacted customer service I was told matching policy requires you to purchase the item at its full price initially. Once you receive the item, I should reach out and a they will process a refund for the price difference.The cost of the original shoe is $80.00 and I paid $39.20 for the shoe. This is UNFAIR BUSINESS PRACTICE. I should now find $80 that I don't have, then when I receive I should wait for a refund. This is very unfair!! Your urgent attention is eagerly anticipated in this matter.

      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.

      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

      Customer Answer

      Date: 07/02/2025

       

      I appreciate the apology and the thoughtful gesture of a gift card to address the situation. However, I am more concerned about how Adidas, a reputable company, plans to prevent similar sales issues in the future. I worry that other customers may experience the same problems, and I could face them again if the policy remains unchanged. Therefore, I urge Adidas to thoroughly review and adjust this policy to ensure fairness for all customers.

       

      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:06/22/2025

      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.
      Following are the details of my journey of buying my wife a pair of shoes 3/24/25 Order: AD941085925 Ordered but never received the shoes, called for a refund but the *** was unable to help, ended up disputing it through credit card service 4/5/25 Order: AD941518296 Received the shoes but it was too big, returned the shoes and received a refund, realized I ordered men's 7 instead of women's 7 4/7/25 Order: AD941599543 Ordered size 6 before I realized previously I ordered men's 7 instead of women's 7, received the shoes but it was too small, returned and received a refund 4/10//25 Order: AD941665394 Ordered size 6.5 but it was still too small so exchanged it with size 7 On my credit card statement, an extra $107.75 was charged on 4/23/25. Adidas overcharged me $107.75. I called for a resolution but the *** was unable to help. It clearly shows an extra transaction of $107.75 on 4/23/25 but the *** continued to say they don't see the charge on their system.

      Business Response

      Date: 06/23/2025

      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 had issue finding the right size for a shoe.

      Base on your order information provided, we were not able to find any extra charge for $107.25 for 4/23.

      Kindly provide us with the last 4 digits of the credit card that you see this charge on so that we can look into it further for you.

      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: 06/23/2025

       
      Complaint: 23502450

      8372 is the last four digits of the credit card that was charged $107.75 by Adidas on 4/23/2025.

      Please see the previous attachment for the screenshot of the transaction. IMG_7247

      Sincerely,

      **** ****

      Business Response

      Date: 07/03/2025

      Hello ****,

      We have run your last 4 of your CC number in our system and was unbale to locate any additional charges.

      We would suggest that you reach out to your financial institution for further assistance.

       

      Sincerely,

      Consumer Relations

      adidas America

    • 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:
      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 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

      Customer Answer

      Date: 07/09/2025

      Hello, I missed the 7-day reply period, but wanted to comment that I finally received a refund from Adidas and consider the issue resolved satisfactorily.

       

      Regards,

      **** ******

    • 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

    Adidas North America is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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