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

1,465 total complaints in the last 3 years.
524 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:11/18/2022
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.
Ordered COLD.RDY JOGGER PANTS S and NMD_R1 PRIMEBLUE SHOES **** from Adidas online.The shoes came broken (one of the laces) and the pants were too big. I requested an exchange from Adidas on 9/27 and they received it in their warehouse on 10/3. They only said it was inspected on 10/28. It seems that the exchange request was unfulfillable given that the pants in the other size were sold out.They hid behind their 21 business days, when it was "processed" after 22 business days, they did not send the exchange out. The customer support pretended that it was a "carrier issue" even thought standard shipping rates aren't 20 days. It has been November 18th 2022, and I still haven't received any updates for that. They are capable of shipping items as I had bought another item on Adidas that shipped out within less than a week from order to purchase.Now I cancelled my own order, but I won't receive my refund (paid via giftcard) so I have to miss out on their black friday sale with the giftcard I had paid for. I doubt they'll give me back my money until they raise all their prices past their sale. This is false advertising on their website. They said they hold exchanges for 10 days (they did not). They also said it takes 21 business days, but they still haven't sent my exchange after 21 business days. The customer support representative then said it would take another 14 business days to know what happened to my order, a case was raised ONLY after I complained to them. There was never a resolution to receiving the item I purchased other than cancelling and they refused to acknowledge the fact on any customer email chats. I'm more annoyed I had to follow up with them repeatedly, which could easily have been solved with them admitting mea culpa and just LETTING ME KNOW ITS IMPOSSIBLE TO FULFILL THE ***** ANYMORE BECAUSE THEY HAVE BAD PROCESSES.
Business Response
Date: 12/07/2022
We are sorry to hear about your experience! We see the exchange as cancelled and a refund has been issued. We apologize for the delay with processing the exchange, or DC team is experiencing longer than expected ******** currently.
We have emailed you privately a voucher to accommodate a replacement order that will help cover any sale pricing you originally had on your order.

We apologize for the inconvenience this may have caused.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:11/17/2022
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.
11/11/2022 about 4:30 pm = EST $100.00 article EG4960 , Shoe -Superstar in White ***** Size 11 ordered item at store to have it dropped shipped to my house, by associate ******* , was not provided a receipt , order confirmation, or any information regards to purchase of shoe. ******* did a typo on my email. Spoke to manager ***** (************************* is her actual name, she provided a fake name), whom was very rude and not helpful at all, instructing all staff not to assist, and call security for no reason. She was not able to provide any information or guidance of my order that I purchased there physically by sales associate *******. As of today, I still have not record of order and not beginning to wonder if this was a scam. Would like action taken against ************************* whom needs work ethic training to even be considered being put in the role she works in. I am sure I am not the first to be treated like I was for no reason when just asking for help on my purchase. On attachment ************************* provided FAKE NAME by writing ***** when i ask for her name. ******* was trying to help and partially provided info but Manager ************************* instructed him to stop assisting us in providing our order information. (******* did a typo on our email when ordering and that is why we did not get order details) Would like to be contacted from superior's to discuss.
Business Response
Date: 12/05/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear about your recent experience at one of our retail stores. We have passed the details of your complaint on to the leadership team at the store and requested a member reach out.
In regards to your Adidas.com order AD152077047, this order failed and you have not been charged. If you are still interested in this article you will need to place a new order on Adidas.com.

We apologize for the inconvenience this has caused and we appreciate you being a loyal Adidas fan.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:11/16/2022
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 bought shoes from Adidas website. When the package arrived to my front door step, the shoes were missing and only the box was left. The package was tampered. I took pictures and filed a claim with Adidas. Adidas denied the claim because ***** said the package was delivered. I explained to them multiple times the shoes were stolen and only the box was delivered and they stated their hands were tied and theres nothing they can do about it and that I have to pay 200 plus dollars for shoes merchandise I didnt receive. I called numerous times to different people and no one can help me with anything.
Business Response
Date: 12/05/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear you order is missing an item. We are unable to locate an order under the information provided. So that we can better assist, please provide the order number.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:11/15/2022
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 a pair of expensive shoes which was claimed to be delivered on October 12th 5pm. It is now November 15th and I still do not have the shoes or my money back. I camera footage outside my home that prove there was no package. I reached out to Adidas and they refuse to help I reached out to ***** and they refused to help leaving it to Adidas. At this point if I don't get my money back I will take this to court with my camera evidence. with the being said done buy from Adidas.
Business Response
Date: 12/01/2022
Please provide your order number so we can better assist.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 12/09/2022

Complaint: 18407472

I am rejecting this response because:Ive racked out multiple times, offered camera footage from my doorbell and ****** did not care to further assist me and took all my money. I even reached out to ***** for help and they said they could not do anything unless addias reopens the case in which they refused. I will not be given the run around just so their name is cleared on this site, they are theirs and have horrible customer service.

Sincerely,

***********************
Customer Answer
Date: 12/15/2022

ORDER NUMBER: AD90319085 is for the missing package they refused to help me find or replace though I offered footage from my complex, further I work from home and noting was delivered.
ORDER NUMBER: AD903077115 is the package I returned and have yet to get my money back.
Business Response
Date: 01/05/2023
We apologize, the order numbers provided are incomplete. We are unable to locate your orders under the information provided. Please provide the correct order numbers so that we can assist.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:11/14/2022
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 made an order for $123.67. They shipped it in two orders so I had to pay an extra $0.63 for the shipping tax on two packages. It was a little over $124.30. I looked at my bank summary and there was another pending charge for $89.14. I called and they said it was to hold funds and should be reversed but they held the money up to five days causing overdraft fees. This was a mistake on their end and something Ive never had happen before with adidas or any company. They also didnt say they would hold funds resulting in extra fees from my bank.
Business Response
Date: 12/01/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau.

When you place an online order your credit card is pre authorized for the amount of the order. Once your order ships is when you are charged. Your specific order shipped in two shipments so you will see two charges. The first was for $34.53 and the second was for $89.14. You were not charged for shipping on this order and there was an auth reversal for $.63 to correct for the sales tax. Attached is a break down of the payment history.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 12/07/2022

Complaint: 18401712

I am rejecting this response because: thats not what the original pending charges were and it overdrafted my bank account. It was corrected after the fact.

Sincerely,

*******************************
Business Response
Date: 12/16/2022
We provided a break down of exactly how you order was charged. If there is an issue, we suggest you speak with your financial institution.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 01/06/2023

Complaint: 18401712

I am rejecting this response because its an error on your end. I sent the screenshots. It was not an error on my financial institutions end.

Sincerely,

*******************************
Business Response
Date: 01/17/2023
In this claim, the customer is stating ********************** over charged her. They asked for an explanation of charges and a refund.
Ive provided an explanation of charges along with accurate documentation that they were not over charged. There is no refund that adidas can make unless the consumer chooses to make a return. Please consider this case to be answered or open the case so that we can again explain that they were not over charged.
Initial Complaint
Date:11/14/2022
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.
Hello, my package did not arrive and I would like a refund since I do not have the merchandise. I waited over an hour in the "chat" function of your website to only be disconnected from the agent. ORDER NUMBER: AD151140330
Business Response
Date: 12/01/2022
We are sorry to hear your order was lost! We see a refund was issued by the agent assisting you on 11/19/22.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 12/07/2022

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:11/14/2022
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.
Within 1-2 months Expensive Chaosfury .2 stick started chipping on toe of stick and within 6 months shattered when 17 year old female hit a reverse shot--entire patented "kromaskin" layer failed. Entire chat on reddit about defective stick production this year with this line. I've called *******, retail distributor in **, ******** ******......We are asking for a replacement asap for an upcoming tournament. Does Adidas care about product quality....about product performing for intended purpose? where is the customer service? Really disappointed. Also bought the $200 ****** empower shoes, one of which has a bead sewn into the pinkie toe area.....again defective.
Customer Answer
Date: 11/30/2022
Complaint # ********

Can you please cancel my complaint it has been resolved by Adidas
*****

Sent from my iPhone
Initial Complaint
Date:11/12/2022
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.
Purchased a new pair of adidas boost directly from adidas and due to poor standards during manufacturing they have worn a hole in only 4 months. I attempted to reach out through customer service but they quickly declined the claim arbitrarily on use of shoes, even though I have only worn them for 4-5 months. Im asking for a replacement or refund.
Business Response
Date: 12/01/2022
We are sorry to hear your shoes are failing! We've approved your warranty claim, please keep an eye on your inbox for an email containing the gift card information.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 12/07/2022

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:11/12/2022
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 purchased online from Adidas. The items were paid for, then the following day each product was again itemized from my bank account, resulting in fluctuating charges. Each product was then shipped individually, using ****** When the items arrived, they were stolen! The company refuses to process a refund and even asked me to provide video tapes. I was prompted to file a dispute with *****, in order obtain a refund.
Business Response
Date: 12/01/2022
We are sorry to hear you have yet to receive your order, please provide your order number so we can better assist you.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 12/10/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Although the response is unsatisfactory, I've decided to resolve the issue, as to why the company operates with absolute negligence, internally. There are numerous reports that Adidas North America engages in untruthful and antisemitic marketing, through its use of ***** associated US rap artists. Further, the consistent use of the ** company Fed Ex, to deliver each individual item from Adidas, is consistent with ongoing antitrust investigations.

Sincerely,

***************
Initial Complaint
Date:11/12/2022
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.
I saw on a veteran's day website that that Adidas was offering a Veteran's Discount. Here's what their website says:HEROES GET REWARDED As a special thank you to show our appreciation, all verified medical professionals, first responders, nurses, military members, and teachers can enjoy an exclusive discount of 30% online and in-store and 20% at factory outlets. Learn more below.I verified through ID.me and proceeded to shop on adidas.com. When the promo code wasn't applying to any of the items I had in my cart, I called Adidas customer service. After 22 minutes on the phone they informed me that the code only applies to full price items. However, everything on the website is on sale! I can't even find one pair of kids shoes that isn't on sale. Why are you advertising that you are giving a discount to veterans if in practice it's not really possible to get a discount? I wasted almost 2 hours today trying to figure this out and need to go find somewhere else to buy my kids shoes. Adidas needs to stop advertising that you give a Veteran's discount to honor our military if you aren't actually doing that. It's shameful to advertise it like you're doing something to give back when you're not.
Business Response
Date: 12/01/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear about your experience. We will contact you privately with a resolution.

Sincerely,
Consumer Relations
Adidas America

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Adidas North America is NOT a BBB Accredited Business.