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

1,463 total complaints in the last 3 years.
543 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:02/16/2025
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.
I ordered the following item on 12/12/24:REGEN VELVET DOWN PUFFER JACKET The order was delivered on 12/18, but it was not the correct item. I promptly initiated a return which was picked up by ***** on 12/18. The email received from adidas states the following:As soon as we receive your item(s), we will refund the purchase amount plus tax to your original method of payment or a gift card. Original shipping costs are non-refundable. Please allow 14 business days for your refund to post to your account.I have called ********************** customer service at least four times and they have either said I would receive the refund within a couple of days, or have said they would follow up with a phone call - none of which have *********** has now been over two months with no refund. The amount I am owed is $148.40.The tracking information says a refund was initiated on 1/21/25 but I have not received it yet.
Business Response
Date: 02/18/2025
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 there has been a delay in processing the refund for your recent order that you return.
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:02/15/2025
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 want to share my recent experience with you: On 1/30/25, at approximately 8:30 p.m. on 1/30/2025, I arrived at Adidas at ****************** to return two pairs of pants I purchased on 1/25/2025. I walked in with my Adidas brown bag that contained my original receipt and two pairs of pants. I was greeted by ****** ***** who asked me if I had my receipt. I responded yes.He then asked if I had the physical card. I told him yes, but it was in my car. I then remember, that I had originally made my purchase with Apple Pay, which is a digital card. ****** responded that I could scan my Apple Pay card but, he would still need me to show the last four digits of the card. Though I didn't understand why my purchase would not return to its original form of payment without my intervention, I showed him the last four digits of my card on my iPhone. ****** confirmed the last four digits matched the receipt. However, this still was not enough proof for ******. He then said he would need to see the digital card itself. Again, I could not understand because digital cards do not have the card numbers on the front. He insisted that the only way for me to return was to show him the digital card with numbers after I had already shown him the last 4 digits as he requested. With a receipt in hand, two pairs of pants unworn, and items inside an Adidas bag, ****** refused to process my return for underlying reasons that tell so much about his character and professionalism. I want to hear back from Adidas on processing my return asap and also reasoning on why this would have ever happened to me in their ****************** store.
Business Response
Date: 02/19/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear about your experience you had at our store.
We have reached out to the store and they advised that they have assisted you in getting your return done.
This is not the experience we want for our customers, please accept our apologies.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:02/14/2025
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.
Hello, Thank you for reviewing our case.I represent an E-commerce business that frequents Adidas regularly (almost daily). Part of our business strategy is that we use gift cards that are purchased at a discounted rate to increase our ROI (We purchase a lot from this brand).The issue we are having is that the Adidas gift card balance checker does not function. Every once in a while it will give me a balance for a few cards, and then it goes dead again. As a result, I have no way of balancing our cards to verify which ones have been used, or which ones still need to be used. We now have hundreds of cards that I need to verify, and can not, which means we may have money on some of them that could be lost if they are not used in a certain amount of time. (Sadly, there are way to many to blindly try at the store).I don't know the exact date the malfunction started occurring, but it has been at least 6 months. (Maybe more) Additionally, I have attempted to contact Adidas multiple times, and their customer service representatives mentioned that they are aware of the issue, but were unable to offer any promise of resolution, or any contact information for a department that can offer insight or help.
Business Response
Date: 02/18/2025
Thank you for contacting adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team.

Kindly provide the gift card numbers in order to better assist.

Sincerely,
Consumer Relations
adidas America

Customer Answer
Date: 02/18/2025

Complaint: 22941674

I am rejecting this response because:
Hello,
I don't intend to completely reject this response, but this seems to be the only way to respond to your message. Thank you for reading.

We currently have somewhere in the ballpark of 300 gift cards that need to be verified, and this number rises almost daily. Is this still the best course of action? And would you want them all at once?

Also, is Adidas planning to fix this issue? The reason I am frustrated is because I have been trying to reach out to various Adidas representatives and cannot get a straight answer as to what is happening.

Will that balance checker ever work? (It's been down for about 9 months from what I can tell). Having to send them in manually doesn't seem like a great long-term solution, so I was hoping to get some insight as to what is going on. I don't believe it is just me having issues, as one useful bit of information that I received was that this has been a known, ongoing issue (according to one of the customer service representatives that I spoke with earlier on). Also, it doesn't matter what device I use. It doesn't work. (Sometimes it will work for a few cards, but even then it doesn't always give an accurate read...And then it goes dead again anyways)
Thank you for taking the time to review this.
Sincerely,

***
Business Response
Date: 02/27/2025
Hello ***,
We are sorry to hear about the experience your are having with our adidas gift cards in checking the balance.
Kindly reach out to the supplier where you purchase the gift cards from for assistance.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 02/28/2025

Complaint: 22941674

I am rejecting this response because:
Unfortunately, the suggestions being made are no better or different than the ones made by the customer service representatives I spoke with through the Adidas online contact information. I've already tried these things and have not had success. It feels like I'm being brushed off by every person I speak to, instead of anyone admitting that they don't know what to do, or putting me in touch with a department that might help or discuss the issue.

Sincerely,

***
Business Response
Date: 03/07/2025
Hello ***,
In order for us to better assist you, can you kindly send us a list of the ** numbers so we can look into it on our end.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 03/11/2025

Complaint: 22941674

Is there an email I can send a spreadsheet to?

Sincerely,

*** ******
Business Response
Date: 03/19/2025
Hello ***,
Our email is [email protected].
We also suggest that you reach out to seller where the card was purchase from for better assistance.

Sincerely,
Consumer
Relations adidas America
Initial Complaint
Date:02/12/2025
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 am a big fan of Adidas Ultraboost. i had many. Now i had same problem than before in my favorite ones, evidently this is a manufaturer defect that needs to be addressed. Same exact issue than i had before with a less than 6 months shoe.Shipping Address:********* R ******* ******************************************************************************************** Payment Method:Mastercard ending in 6649 Billing address ********* ******* ************************************************************************************************************ Item(s) Subtotal:$129.90 ************************* Total before tax:$129.90 Estimated tax to be collected:$11.37 Grand Total:$141.27 Credit Card transactions MasterCard ending in 6649: September 5, 2024:$141.27
Business Response
Date: 02/24/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear that your product did not last as long as it should have.
Please provide us withe the following information.
1) A photo of the defect on the item

2) A photo of the size tag, stitched inside the item, that will show the article number (6 digit numeric or alphanumeric code) and production date (in the form of mm/yy)

3) A photo of an itemized receipt, from an authorized adidas retailer, showing the date of purchase was within six-months

-ART#:
-Production Date:

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 02/25/2025
See attached pictures
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.

Sincerely,

********* *******
Business Response
Date: 02/28/2025
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
Initial Complaint
Date:02/10/2025
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 placed an order on the Adidas app back before ************ was supposed to be delivered by December 15 to the ************************* never arrived.I have been trying to cancel the order since then and have been getting the runaround.I'm told online that they can't cancel it and to call the store. The store says they can't cancel online orders. The app chat says they sent it to processing and to wait 5-10 business days but after I do, I just keep getting told to wait more and more. It's been several weeks now and it looks like Adidas just won't let you cancel an undelivered order at all.
Business Response
Date: 02/18/2025
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 there was an issuing in the processing of your order.
The order has been cancelled on our end.
The authorization hold should fall off within 3-5 business days.
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
Customer Answer
Date: 02/18/2025

Complaint: 22922503

I am rejecting this response because:
While I appreciate that my order was finally canceled I wanted one last opportunity to try to get your commitment to doing better going forward.
At MINIMUM, all online and/or app orders should be MUCH easier to cancel. A simple cancel option within the order or app, like EVERY other vendor I've used, should be implemented. This should apply regardless of how a person pays or where it is being shipped to. This should be easy.
Even without a button, at minimum your online **** should be able to cancel on their end. My experience REALLY feels like I was trying to be scammed. "Hey, buy our products and if we can't actually ship it to you on time, we'll, too bad for you. We are keeping your money/hold (generally when you pay via debit, the hold actually pulls the money out and you can't use it) and you'll have to like it" Just having your **** blame different areas of your business back and forth does not give you a good look.
I've worked retail and understand how some things take time, but 2 months is beyond ridiculous. I know this experience has soured me beyond belief about your brand and you have lost my family as a customer and I will be unable to provide positive experiences to any friends or family who ask my about your brand going forward.

Sincerely,

**** ********
Initial Complaint
Date:02/08/2025
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 February 5, 2025, I placed an order for two jerseys (Order Number: AD939546333) on the Adidas website after receiving an email stating that the items were back in stock. Since then, I have received multiple emails pushing back the estimated delivery date without a clear explanation.Concerned about the repeated delays, I contacted Adidas customer service. My experience was extremely frustrating:The first representative I spoke with was unhelpful and hung up on me.When I called back, a different representative informed me that the items were actually out of stock and that my order would only be fulfilled whenever Adidas restocked themwithout providing any clear timeline.This situation is unacceptable for several reasons:1.Misleading Sales Practices Adidas advertised the items as being in stock, leading me to place an order, only for me to later find out that they were actually unavailable.2.Lack of Clear Communication I have received conflicting updates and no transparent resolution regarding my order status.3.Poor **************** My initial call was abruptly disconnected, and no meaningful assistance was provided when I followed ***** this point, Adidas has taken my payment but refuses to provide a concrete timeline for fulfillment. I am seeking a resolution, including either a definitive shipping date or a full refund.I request the Better Business Bureaus assistance in holding Adidas accountable for its misleading order fulfillment process and poor customer service.Desired Resolution:A clear update on when my order will be fulfilled, OR A full refund if Adidas cannot guarantee shipment within a reasonable timeframe.Thank you for your time and assistance in resolving this matter.
Business Response
Date: 02/10/2025
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 your recent order.

We are trying to locate the item.

If by February 14th, 2025, you do not receive any tracking information via email, please contact us in order to have the order canceled and have your funds released being, it is still in a pending authorization hold.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 02/10/2025

Complaint: 22916462

I am rejecting this response because its a bit unfair that I have to cancel without any guarantee of getting this item which was 40% off when I was emailed to notify me it was back in stock. Now I feel like it will be full price if I cancel and it comes back in stock. I want some sort of assurance or price match.

Sincerely,

******* *******
Business Response
Date: 02/18/2025

Thank you for contacting adidas through the Better Business Bureau.

Your order is currently in a Backorder Status.

Kindly allow more time for the item to be located.

If you decide not to wait, you can always callback to have the order canceled.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 02/18/2025

Complaint: 22916462

I am rejecting this response because you all canceled my order already.

Sincerely,

******* *******
Business Response
Date: 02/26/2025
Thank you for contacting adidas through the Better Business Bureau.

We will contact you directly.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:02/05/2025
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.
I sent a pair of shoes for an exchange and never received the new pair of shoes. Now they are trying to force a refund for me to reorder at an almost $100 increase in price. I just want the size 10.5 shoe.
Business Response
Date: 02/06/2025
Thank you for contacting adidas through the Better Business Bureau.

Sorry to hear that you had a delay on your exchange.

The process is now completed and is now ready to be shipped.

Here is the tracking number 440900587336 of your exchange order.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:02/04/2025
Type:Sales and Advertising 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 the day of our visit, we purchased 86 items, which is well below the store's stated bulk-buy limit of 200 items or $5,000, as confirmed by the store manager (a woman). When we inquired whether additional stock was available in the back, we were lied to and told that there were no further items. Later on, we found that there were more items available on the shelves but employees refused to allow us to purchase them.We again asked for clarification regarding the bulk-buy policy and reinstate what the other manager said. The head manager (a man) said nothing but "ok" then him and an employee (a man with glasses) both informed us that we would not be allowed to make any further purchases, even if we returned at a later date. Which suggested that we were most likely banned from the store.The behavior exhibited by the staff and management was completely unacceptable. Not only were we treated with unprofessionalism and rudeness, but we were also subjected to what we can only describe as racism. The head manager was particularly aggressive and condescending, to add insult, he even yelled at us when we questioned the store's bulk-buy policy, dismissing us with the remark that we "dont need to shop here."During the checkout process, I overheard a conversation between employees discussing a $10,000 transaction made by a group of 2 bulk buy. This amount far exceeded the value of my purchase, yet no such restrictions were imposed on those individuals. This discrepancy raises serious concerns about the fairness and consistency of the store's policies and ************ a loyal Adidas customer I am extremely disappointed by the way I was treated. I expect not only an apology but a thorough investigation into the actions of the employees involved, including the head manager. I also request clarification of the stores bulk-buy policies and a commitment to ensuring that all customers are treated with the respect and fairness they deserve, regardless of race or background.
Business Response
Date: 02/05/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear about your experience with one of our retail stores.
Can you please let us know which store this is, the date of the transaction and also can you please provide us with the receipt.
Once we receive these information, we will look into this further for you.

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

I purchased the items at ********************************* outlet. The attachments are the receipts, including the number of items that I bought. The receipt has the purchase date.

Thank you,

Bi
Business Response
Date: 03/03/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear about your experience with our local store .
The store does have a limit on the amount of items you can purchase and the amount you can spend.
They do this to be able accommodate all customers that might visit the ********************** for the day.
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: 03/03/2025

Complaint: 22900251

I am rejecting this response because:
Dear Adidas,
Thank you for getting back to me. I understand the store policy regarding bulk buy. We bought way below the bulk buy limit and spent amount but still coulndt make any other purchase even of other items. Besides, the fact that the store manager demonstrated racism and rudeness is unacceptable. There should be changes in stores management against this employee as he continusously provoking Asian customers.

Sincerely,

Bi Vo
Initial Complaint
Date:02/03/2025
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.
I ordered a pair of adidas gazelle shoes. Within 8 months the soles are falling off. I contacted adidas about returning or exchanging the shoes. They did not but instead gave me a 30% off coupon that is not valid against the same shoe. I want a pair of shoes that do not fall apart. The quality of this shoe is very bad and is defective. Adidas was not willing to help me. I wasted 108$ for a shoe i couldnt even wear 8 months! Im so disappointed
Business Response
Date: 02/05/2025
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 on adidas.com we will send you 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: 02/06/2025

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:01/31/2025
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.
I placed an order on Adidas official website, the package was never delivered. I had contacted them for multiple times. The status of the package and the refund process changed couple of times during the duration of the issue, and they kept promising me that Ill receive my refund within next 30 business days. Until today during the second last communication with them over the phone, a customer service lady claimed that they never charged me so they were not able to give the money back to me. They also claimed that ****** has been taken my money, which is impossible since I confirmed with the bank that ****** does not have that feature at all. I also went to the ****** but I was told its beyond their 6-month timeframe so they can do nothing for help. I filed a dispute with the bank, but they failed to promise me a refund because theyre only able to ask for the money from ******, and they can do nothing to help if ****** doesnt cooperate with them.
Business Response
Date: 02/03/2025
Thank you for contacting adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team.

Your refund of $115.40 was processed via a Electronic Gift Card.

We will reach out directly with a resolution.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 02/03/2025

Complaint: 22883283

I am rejecting this response because:
They issued my refund in the form of their gift card. After multiple communications during over a year with them, I have a very negative impression of the brand and am unsure if I will shop there again in the future. It was their mistake that caused me a lot of trouble, yet they still push me to return and let them profit from it. I demand that the refund be issued in regular currency and returned to my original payment account. Thank you for your help, BBB!

******** ****
Business Response
Date: 02/13/2025
Thank you for contacting adidas through the Better Business Bureau.

Due of the time length the order was placed, the refund is unable to be processed to the original method of payment.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 02/13/2025

Complaint: 22883283

I am rejecting this response because:
For such a large company to claim that it is unable to refund $115.4 is absolutely absurd. I wont shop with Adidas anymore in the future, a gift card of their own brand will be useless to me. This refund could be made at the very beginning, but they just brushed me off without actually resolving the issue every time I contacted them before. It has already caused me significant inconvenience, and I totally lost faith in them. If the refund cannot be processed through the original payment method, I am willing to accept a check or bank transfer.

Sincerely,

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

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Adidas North America is NOT a BBB Accredited Business.