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.
535 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:11/09/2022
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.
Purchased shoes, delivered Oct 12. Didn't fit, so used exchange program to exchange for larger size. Those were delivered Oct 18. STILL didn't fit so decided to just return for a refund and bought shoes elsewhere (locally). My return was confirmed as being delivered at their warehouse on October 21st. Despite a claimed 1-3 business day processing time for refunds (and a *** of 14 days), it has now been 3 weeks with zero updates or communication. ****** tracking number ************, Adidas order number ADX11796566).I contacted Adidas on November 2nd and got a response basically amounting to "tough luck, you should get your refund eventually". This is not acceptable behavior
Business Response
Date: 11/21/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear your shoes didn't work out. Currently our returns team is behind and we're facing a longer processing time than we'd like.
Regretfully, when the refund for this order processed, it failed due to the presence of a dispute on file. Adidas no longer has the ability to issue a refund and you will need to continue to work with your financial institution on a resolution for the credit.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 12/01/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ************ refund has actually been issued, in spite of the incorrect statement that a dispute was made. While I am not satisfied with Adidas as a whole, this complaint need not stay open.

Sincerely,

***************************
Initial Complaint
Date:11/09/2022
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 bought a premium soccer jersey from Adidas.com for $180 plus tax on 10/13/22 It arrived in a ***** bag on 10/26/22 in the condition shown below.I received this shipment in this condition. The shirt was in a ***** bag, without a receipt or anything other than a shirt that was not folded properly. Because of how crumbled it was the print on the bag is ruined, as You can see in the picture the 0 in the number 10 has a hard dent that won't flatten with the shirt. permanently damaged.This is a premium, $180 plus tax item, and it came in a plastic bag!Puma and **** send out authentic Jerseys in boxes to protect the details on the shirt, and this came in a plastic bag!I contacted adidas on 10/27/22, they said they will investigate and will come back to me to make it right, I tried to return it yesterday only to find that I can't return it anymore.I contacted the, again today, and they left me on hold for 26 minutes just to come back and say " we're still investigating"All I want is a refund, I don't want this shirt anymore, I don't trust this business anymore to accept an exchange. Disclaimer: this is not buyers remorse, I collect these jerseys, and I can simply re sell it for profit. but I don't want to. My issue here is a giant company like Adidas, sending a damaged $194 product, not wanting to fix it, and not being transparent about it.Thank You
Business Response
Date: 11/21/2022
We are sorry to hear you received a damaged personalized jersey! This is not the experience we want for our consumers. We have issued a refund, please allow 2-3 business days for processing. Additionally, we've passed your feedback along to the appropriate teams.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:11/09/2022
Type:Order 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.
Unethical. I started a return for Adidas YZY QNTM shoes and placed a wrong label on the box (and sent Adidas to SAKS by mistake). **** returned shoes to me and I sent them to Adidas with a new label; in the meantime, asked Adidas to send the merchandise I sent to them by mistake (not Adidas merchandise) - the tracking number: ************ ********* this has reached the warehouse. I was advised via chat that warehouse would be contacted - case number ********. Contacted them via phone on 11/9/2022 as I heard no update - was told that they DO NOT return wrong merchandise to senders. They are stealing my stuff basically - is this a joke!? I asked for a supervisor to contact me and will be filing a police report if they do not send my stuff back.
Business Response
Date: 11/21/2022
We understand you sent back the wrong product to our DC. While it is the consumers responsibility to ensure they're sending the correct items, Adidas is not responsible for items returned to our warehouse. We will do our best to recover your return. Please verify exactly what you sent to our DC.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 12/06/2022

Complaint: 18379207

I am rejecting this response because: Adidas is bluntly stating they have their warehouse mishandling the items (clothing in this case). The agent previously stated the following via email to me when I inquired about the return (original return number is ************): I'm sorry to hear that you returned the items that's not an adidas products. Upon checking the return tracking number, it was received by the warehouse last Thursday 10/20/2022. I'm afraid that your return is still under inspection. The warehouse needs to inspect that the contents match what was expected to be returned. Once they confirmed that its a different item, we will go ahead and request to return the item back to you.
Its been more than a month since the case was open (case 52810749) and theres been radio silence in terms of the progress! The items that were supposed to be returned to Adidas (sneakers) on the first place were mistakenly sent to Saks.com who returned them back to me and I shipped them to Adidas - this return has already been processed and it happened after the case was initiated!

Best,

***********************************
Initial Complaint
Date:11/09/2022
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 have made purchase on adidas online order # AD138046047 and paid via Paypal on 7/21/22. I returned partial of my orders and both packages were confirmed received from adidas in Aug with ***** tracking number ************ and Number: ************. As of now they still not process my refund. They told me upper management is working on my case and will call me back but never received a call from them.
Business Response
Date: 11/26/2022
Thank you for taking the time to contact Adidas through the Better business Bureau, we are sorry to hear about the delay with your refund.

We've reviewed your order and discovered an error while capturing payment and the full $299.44 was not captured. Due to this error, PayPal is not allowing a refund to process properly. A gift card was issued in the amount of $41.84 which is the difference in the amount actual amount paid ($152.02) and the amount returned. In the meantime, we've submitted this to the payment team for review and another attempt to issue the refund through PayPal.

We apologize for the inconvenience this may have caused.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:11/08/2022
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.
ORDER NUMBER: AD140833668 Estimated Delivery: August 30, 2022 $100 never delivered, and multiple attempts to contact customer service not fruitful. Hold times in excess of 2 hours, transfers, still no resolution.
Business Response
Date: 11/21/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team and that you have a potential missing package.
We see you spoke with an agent on 10/21/2022 regarding the lost shipment. This agent issued a refund for the order which processed successfully on 10/21/22.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:11/07/2022
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.
On October 20, I received an email from Adidas telling me that my order had been delivered by ****** however, my husband was home and he went outside to check and there were no packages. I then, proceeded to check my cameras at the exact time ***** said it delivered my packages and a ***** guy never even showed up to my house. I made sure to check 30 mins before and 30 mins after and eventually checked all day and nothing. Upon calling ****** the representative told me it showed as delivered on October 24, 2022, however what was delivered were lightbulbs from comed not my ADIDAS package. I have called Adidas four times and they keep telling me to wait fourteen business days and I can never speak to a supervisor. Order #: AD147801729 for the total amount of $328.16.
Business Response
Date: 11/18/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team and that you have a potential missing package.

FedEx determined the package with tracking number 612534565941 was delivered to the requested location on 10/20/2022. Due to the confirmed delivery, Adidas cannot issue a refund for this order. If you have additional questions regarding shipping and delivery, please visit section 7 of our shipping limitations terms and conditions https://www.adidas.com/us/what-are-the-terms-and-conditions.html.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:11/07/2022
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.
I submitted an order through Adidas.com (order# AD149858736).My items were sent in two shipments. The first shipment from Lasership was fine, no issues. The second shipment from ***** on Nov 2 was supposed to include two hoodies but only one was delivered. The Game mode sweatshirt (Article No. DX9840) was missing from the package. I attempted to call Adidas but no one answers the phone. The first time I called, I was on hold for 30minutes and 49 seconds and then was hung up on. The second time I called, I was on hold for 1 hour and 11 minutes until someone answered. The only solution they gave me was they would submit a claim with Adidas and *****. They have not sent me the item or even refunded my item although they have billed me for it. I also requested a call back from their supervisor and no one ever called.I have also submitted emails to Adidas customer service several times and I have never received a response.I have continued to try to call Adidas but no one answers the phone. I have been on hold for almost two hours with no answer. Right now I am on hold again now for 30 minutes and 10 seconds and still no answer. I am unable to reach Adidas to find out what has happened with my item or refund.
Business Response
Date: 11/18/2022
We are sorry to hear an item was missing from your order. We see the agent assisting you has issued a refund for article DX9840_250 on 11/3/2022 to the original form of payment.

We apologize for the inconvenience this may have caused.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:11/07/2022
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.
Back in April 2022 I placed a purchase with Adidas for $235 for a pair of shoes. I informed Adidas that the shoes never arrived and sent over additional information and a case was opened with ****** After much back-and-forth between Adidas and ***** it was concluded in June that I was a owed a refund and that the shoes were not delivered. It is now November 7 and I have still yet to receive a refund from Adidas. Adidas claims that they have sent my refund numerous times and that my refund has been completed but my bank says that they have not received any funds from Adidas. I have went as far as having Adidas and my bank on the phone at the same time and still no refund has occurred. I have sent numerous emails and letters stating that the card used to purchase the shoes originally was closed due to fraud activity and that they would need to send the refund either via a different card or via check. Adidas refuses and said that they have already sent the refund and that I will need to speak to my bank about releasing my funds but the bank sent over a letter stating that they have no funds from Adidas to release and a refund was never processed on their end. I have tried to speak to a supervisor numerous times and they will leave me on hold for hours and hangup I tell me that the supervisor will call me back and never call me back.
Business Response
Date: 11/21/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear about your experience.

Adidas is unable to issue a refund to anything other than the original form of payment. When an account is closed, it is the responsibility of the financial institution to redirect the credit to the consumer.
Regarding your order, due to the presence of two disputes, the first on 5/10/2022 and the second on 5/18/2022, Adidas no longer has the ability to issue a refund. You will need to continue to work with your financial institution on a resolution for the chargeback.

We apologize for the inconvenience.

Sincerely,
Consumer Relations
Adidas America

Customer Answer
Date: 12/01/2022

Complaint: 18367480

I am rejecting this response because:
I spoke to the bank multiple times and was also offered a check and was asked to send the letter from the bank that shows that nothing can be done on the banks side regarding the money because they dont not have the refund and never received it. I really need my money back
Sincerely,

*******************
Business Response
Date: 12/09/2022
We understand this is a frustrating situation for you. Due to the two disputes filed against Adidas, Adidas can no longer issue a refund for this order and you will need to work with your financial institution on a resolution.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:11/06/2022
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.
On Oct 13th I ordered a New York Rangers jersey, it arrived on Oct 16th. I realized the jersey was big so i requested an exchange and dropped ot off at fed location within a ********* in milford, **. After a week I realized that while reviewing the tracking the package did not move or showed as received. I contacted the ********* and they stated they ship daily. After some more time called adidas several times. I was asked to get a drop off receipt. I advised that i wasnt given one, I was only asked for my number or email to which i provideded my number. I called the ***** in the ********* and i advised i never received a drop off receipt via text and that they couldnt provide another. They transferred me to the ********* store manager who reviewed camera footage to confirm the drop off and where the representative who assisted me moved the package after drop off. After consulting with adidas about the issue and ***** unable to provide another receipt they stated on 10/25 they would issue a refund and since my jersey was purchased on sale they would issue a credit for the difference if i purchase again and its not on sale. **************** cancelled my exchange but never issues a refund. When i called to get an update customer service stated they dont even have record of that interaction stating i would receive a refund. I was furious and stated why would i even make up something like that. Ive purchased with adidas many times in the past and this is the first time ive ever experienced this. I just want my refund that i was promised.
Business Response
Date: 11/21/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear about your experience with the exchange process. We see the exchange was cancelled and have issued a manual refund for the return, please allow 2-3 business days for processing.
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:11/06/2022
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.
Adidas order AD902227177, Case # ********. I shipped this order back to the warehouse 8/12/2022. Sometime between that date and now it was lost while Im the possession of ****** I contacted adidas multiple times on the issue and was told a case with ***** was opened and closed by agents through email. Some reason I keep getting the run around and told this Management team is handling this matter, its been almost 3 months with this issue and its becoming laughable that this cant seem to get handled. Ive attached emails with Adidas agents telling me 1. The case was closed, and 2. That they sent, and re-sent the refund request.
Business Response
Date: 11/18/2022
This return for this order was received and a refund was issued on 8/31/2022. Please work with your financial institution if you are not seeing this reflected on your statement.

Sincerely,
Consumer Relations
Adidas America

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