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

Customer Complaints Summary

1,466 total complaints in the last 3 years.
545 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.

Initial Complaint
Date:02/25/2025
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.
Complaint Details Order Number: AD936383352 Date of Transaction: November 15, 2024 Amount Paid: $744.27 Requested Refund Amount: $517.12 Received Refund Amount: $80.50 Remaining Refund Due: $436.62 What the Business Committed to Provide:Adidas was expected to issue a full refund upon receiving the returned items, as per their return policy.Nature of the Dispute:I followed the proper return process and provided ***** tracking proof, confirming that all returned packages were delivered to Adidas' warehouse on:o***** #************ Delivered on December 16, 2024, at 11:50 AM ($223.83)o***** #************ Delivered on December 16, 2024, at 11:50 AM ($293.29)Adidas confirmed my refunds in their emails:oDecember 22, 2024 Refund confirmation for $223.83 oDecember 24, 2024 Refund confirmation for $293.29 However, I only received the following refunds:oDecember 23, 2024 Refund of $27.56 oDecember 24, 2024 Refund of $52.94 Despite this, Adidas falsely claims that the warehouse never received the returns and has failed to issue the refund.I have been waiting for over two months and have not received the full refund.I have contacted Adidas more than 30 times via online chat and phone calls with customer service, but they continue to ask me to wait without providing a solution.Adidas' customer service has provided conflicting responsesone representative stated they never received the return, while another promised a refund within five days, which has yet to be processed.Has the Business Tried to Resolve the Problem?No. Despite multiple follow-ups, Adidas refuses to acknowledge the full return and continues to deny my refund of $436.62.The company has failed to provide a clear resolution, forcing me to escalate this issue further.
Business Response
Date: 03/06/2025
Thank you for contacting adidas through the Better Business Bureau.
We are still working with our warehouse in regards to the return done.
Once we receive the information, we will be able to respond back to you.
We apologize for any inconvenience this may have caused.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 03/08/2025
Complaint: 22988557

I am rejecting this response because:
Dear BBB Representatives Amanda
Thank you for following up on my complaint. Adidas response is completely unacceptable and appears to be a delay tactic to avoid issuing my refund.

1. I have already provided indisputable proof of return - Both packages were delivered to Adidas warehouse on Dec 16, 2024, with ***** Tracking numbers and proof of delivery.

2. Adidas had already confirmed my refund - They acknowledged the refund amounts in emails send on Dec 22 & Dec 24, 2024

3. Adidas keeps make false promises - They emailed me on Feb 17, 2025 & March 4, 2025 stating my refund would be issue in 3-5 business days, yet it still has not been processed

4. This is an intentional delay to avoid paying customers. ********************** is making me go in circles, pretending to check the warehouse despite having full proof that my return was received

Adidas has had over 2 months to process this refund, yet they continue to lie and delay. I request immediate action from BBB to hold Adidas accountable and demand that my remaining refund of $436.62 be processed without further delay.

Please let me know what additional steps I can take to escalate this matter further.

Sincerely,
******** ***
Business Response
Date: 03/21/2025
Hello Yongping,
We are sorry that there was a delay in processing the refund for your order that was returned.
We refunded the remaining balance on 3/12 for $170.89 and 3/21/2025 of $116.92.
Please allow 2-3 business days to have that reflected on your account.
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: 03/21/2025
Hi ******,
Good day!
Complaint: 22988557
I am rejecting Adidas' response because I have only received a partial refund of $170.89 a few days ago.
As of now, I am still missing $116.92. Even if I were to receive the additional $116.92, the total refund would be $287.81, which is still $265.73 short of the full amount Adidas owes me.
I have provided all necessary proof, including ***** delivery confirmation, yet Adidas continues to delay and avoid paying the full refund.
I request that they immediately process the remaining $265.73 without further delays.
Thank you for your assistance in resolving this matter.

Sincerely,
******** ***
Business Response
Date: 03/31/2025
Hello Yongping,
Your order number AD936383352 has been refunded in full of $542.38 for the items you returned.
You were refunded in different amounts on different dates.
Attach is a screenshot showing the refund done.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 04/04/2025
Subject: Follow-Up on Adidas Refund Settlement Pending Balance of $148.81
Hi ******,
Happy Friday!
I am writing to follow up on the ongoing Adidas refund settlement. I must formally reject the response provided by Adidas, as the information shared with you does not align with the facts I have repeatedly communicated to their representatives.
Unfortunately, due to the case being handled by multiple **************** Representatives (CSRs) based in **********, the process has been disorganized and lacks proper follow-through.
On April 1, 2024, I spoke with Crisela, who thoroughly reviewed all prior communications and recalculated the refund. She confirmed that Adidas still owes me $148.81.Furthermore, she advised that her supervisor, ****, had been informed about this.
Then, on April 2, 2024, Crisela followed up via phone call to confirm that she had officially reported the matter to her upper management. At this point, we are awaiting their formal email confirmation regarding the pending refund.

Summary of Refund Status:
Total Adidas should refund: $517.12
12/23/2024 Received: $27.56
12/24/2024 Received: $52.94
03/12/2025 Received: $170.89
03/21/2025 Received: $116.92
Pending refund: $148.81

Please advise on the next steps or if any further documentation is needed.
I appreciate your assistance in helping resolve this matter.

Sincerely,
******** ***
Business Response
Date: 04/15/2025
Hello ******** ***,
Your order was refunded in full for the return done.
Please reach out to your financial institution for further assistance.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:02/23/2025
Type:Delivery 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.
Ordered adidas sneakers Never arrived Was promised Adidas gift card and was never emailed They sent an exchange coupon. I never received to exchange Order AD939876674
Business Response
Date: 02/24/2025
Thank you for contacting adidas through the Better Business Bureau.

We are sorry to hear you have had trouble finding your recently delivered package.

Although the carrier has confirmed delivery to the requested address, we understand orders can go missing.

We have refunded you for your missing shipment, please allow 2-3 business days for processing via a new gift card.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:02/22/2025
Type:Delivery 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.
On Tue, Feb 11, 2025 at 5:31PM I placed an order for a product on the adidas.com ********** order had an Expected Delivery by: Mon, Feb 17, 2025 by FedEx.On Mon, Feb 17, 2025 at 10:15PM, I received an email from Adidas stating a new Expected Delivery by: Fri, Feb 21, 2025 by FedEx.I called Adidas customer service on Fri, Feb 21, 2025 at 1:21 pm and received no help concerning my product order.I called Adidas customer service on Sat, Feb 22, 2025 at 2:16 pm and stated I still have not received my product order and that I want a refund and received no help concerning my product order.**** I have had delayed orders from Adidas 2 times in the past 5 months, delayed by over two weeks, this type of service has become unacceptable. I have never had a delayed package from a company when the shipper is ****.
Business Response
Date: 02/24/2025
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 with your order.

Your package tracking with ***** (************) has been updated on 23/2/25, we kindly ask for you to allow for it to be delivered as there has been some delays due to back-to-back winter storms, severe weather and flooding.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 02/24/2025

Complaint: 22977587

I am rejecting this response because:
Package was sent to **********, ** on 02/19/25 4:25 AM, then was sent to *********, OR on 02/23/25 4:55 PM.
Package could have been sent to ********* instead of *********, OR, and I would have had the package by Fri 02/21/2025 !!!!!!!!!
NO EXCUSE FOR THIS BULL CRAPT THAT HAS OCCURRED TWICE BEFORE.

Sincerely,

******* *****
Initial Complaint
Date:02/20/2025
Type:Service or Repair 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 placed an order on February 10, attempting to use a promotion code valid per the website details. I spoke with a chat agent the same day who told me to place the order, and once delivered to come back for the price adjustment. There would be a note on my account. I attempted to do so 3 times (twice via chat and was disconnected and one phone call with someone unable to do anything). Provided are the screen shot details and the initial transcript saying this would be adjusted. I'm addition to the rightful refund, additional compensation is needed for wasted time and failures to resolve.
Business Response
Date: 02/26/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear about your experience with our customer service team.
We have successfully refunded $75.99 on your order.
We will respond to you directly with a resolution.

Sincerely,
Consumer Relations
adidas America

Customer Answer
Date: 03/05/2025

Complaint: 22967721

I am rejecting this response because: not the appropriate refunds amount

Sincerely,

****** ******
Business Response
Date: 03/24/2025
Hello ******,
Your order was adjusted correctly with 25% off as promised.
The refund provided is the correct amount.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:02/19/2025
Type:Service or Repair 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.
This is my first time buying from adidas, I have noticed some issues with the shoes, including a big front rip from the outsole after just few months just few days of using it.there is clearly a ripped outsole.just using it a few times the quality control I think is so bad, now I can't use them because of its shape They refused to make warranty claim when contacted them on my email *********************** I have attached photos of the damages for your reference and also for the receipt.I hope the issue could be resolved promptly.
Business Response
Date: 02/24/2025
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 see your product did not last as long as it should have.
Since this was purchased outside of adidas.com we can only an adidas gift card.
Please keep an eye on your inbox for an email from adidas containing the gift card information.
To redeem your digital gift card, visit us at www.adidas.com or any of our adidas retail locations and enter your code when you place your order.
For more details, please visit the **************** pages at **********************.
This is not the experience we want for our customers, please accept our apologies.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 02/25/2025

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.
Thank you and I really appreciate it.
Sincerely,

****** ******
Initial Complaint
Date:02/18/2025
Type:Service or Repair 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 purchased a jersey from Adidas two months ago and, despite following all the washing instructions, it has already started to pill. Its only been worn a few times. On their website the only option to inquire about warranty is via chat. Ive tried reaching out through their chat service to inquire about the warranty, but every time I mention that Im asking about the warranty, they stop responding. I would like to speak with someone who can actually address this issue and provide a response.
Business Response
Date: 02/20/2025

Thank you for contacting adidas through the Better Business Bureau.

Your item is still under the 60 day return.

A return label has been sent to you directly for the return to be processed and for you to be refunded.

Kindly process the return as soon as possible and it is also advised to get a drop-off receipt.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:02/18/2025
Type:Delivery 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 2.08.2025 i placed an online order with a gift card. a week later i had not received the package or even a tracking number however i did receive the initial order was placed email. when i checked my account and clicked on the order number it pulled up nothing, the order shows in my account but the order number had no details. My gift card was charged and i contacted support and they don't have any record of the order even though they can see it in my account dashboard. They have not refunded my gift card telling me it eventually reverse the charge since no order was placed, as if i have faith in that since they don't even have the order on record yet my gift card was charged. This is the biggest failure of an online purchase I've ever experienced and they have done NOTHING to rectify it except tell me to wait it out. It has already been 10 days since the order was placed, if no order exists then it should have been reversed by now!
Business Response
Date: 02/20/2025
Thank you for contacting adidas through the Better Business Bureau.

We are sorry to hear about your experience with our customer service team.

Can you please provide your gift card number to better assist with the matter.

Sincerely,
Consumer Relations
adidas America

Customer Answer
Date: 02/21/2025

Better Business Bureau:

After two direct phone calls to adidas support after email resulted in poor support, my gift card balance was finally refunded after waiting 12 days.

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:02/17/2025
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.
I returned the order AD935065489 last December and the return was received on last Dec 22. The status of the return is refund initiated on DEC 23. I contacted the adidas many times but I haven't received the refund by now.
Business Response
Date: 02/26/2025
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 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: 02/26/2025

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,

Hui ****
Initial Complaint
Date:02/17/2025
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.
I returned the pair of shoes because Adidas sent me the wrong size. (Order No. AD938510953)They received my return shipment on Jan 9 and initiated the refund on Jan 15 with a note "You can expect your money back with 14 business days, depending on your bank account."After not receiving the money for 14 business days, I contacted customer service by Chat on February 5. The agent promised to forward this issue to their refund team, and I should receive an update by email. However, as of February 17, I have not received any email updates or the refund yet.
Business Response
Date: 02/20/2025
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 you return.
We have attempted the refund on our end, 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: 02/23/2025

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,

Mayu Kurita
Initial Complaint
Date:02/17/2025
Type:Delivery 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 purchased a product on adidas site on the day of 2/5/2025. This was a very limited product and sold out within minutes of releasing. I was one of the lucky people able to purchase the product on the day it released. My order had been shipped out the following week, and the delivery date was to be 2/13/2025 The day before the product was supposed to arrive( 2/12/2025), i recieved 2 emails, the first email notified me that my order was canceled and i was provided no reason. The second email i recieved, was from adidas as well, letting me know that the specific product that i ordered and was canceled, was now back in stock and available for purchase on adidas website, when i clicked on this email, i went to the product page and it was sold out. Today (2/17/2025) i called adidas and spoke with customer service demanding a proper explanation for all this, after explaining my situation to them, they were not helpful at all in working towards a solution and simply told me that there was no inventory for the product and they were sorry. The entire situation seems very suspicious and i have reason to believe they canceled my order and sold it to someone else, especially because i recieved an email saying the product was back in stock on the day my order was canceled. It also doesnt make any sense that they were telling me the product was on the way and then got canceled the day before it was supposed to arrive.The most frustrating thing is that their solution to this: well email you when th product is back in stock(proven this doesnt work, the product sold out immediately) and the other solution for them was to email me a discount for 30% and a $25 in store voucher, both of which i never recieved in my email.I have attached images of the emails i recieved from adidas, you can see the times i recieved the email at the top, the 1st was at 7:36, the 2nd at 8:56 saying they canceled my order, and the 3rd at 9:19 shows the shoe i just had refunded was back in stock.
Business Response
Date: 02/20/2025
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 item you ordered.
Since the item is sold out and it was limited edition, we are not able to send a replacement.
We will respond to you directly with a resolution.
This is not the experience we want for our customers, please accept our apologies.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 02/20/2025

Complaint: 22952817

I am rejecting this response because:
This is simply a bad way to do business. Their reasoning for canceling my order is not my problem. Now i will not be able to get the product that i purchased for someone as a gift, because they sold more orders than they could fullfill. An inventory issue on Adidas side of things should not be something that affects the experience of the customer, especially because they allowed me to believe the product was on the way for a week. Furthermore your way of making up for this is giving me a cheap 30% voucher to use in your store. How is that going to make this better? Why would i want to purchase from them ever again? They could have at least offered me in store credit or some kind of offer, its the fact that they want to brush everything under the rug by offering me a 30% voucher that bothers me. I am still very disatisfied.

Sincerely,

******* ******

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Adidas North America is NOT a BBB Accredited Business.