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Business Profile

Retail Shoes

Adidas North America

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Adidas North America's headquarters and its corporate-owned locations. To view all corporate locations, see

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Adidas North America has 73 locations, listed below.

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    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/04/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with Adidas on 11/01/2022 and I called them on 11/04/2022 to have the package intercepted and returned to them because I ordered the wrong size. Adidas has offshore representatives that do not understand English very well and they insisted that I get the package and call them back when the package arrive when their hold times are astronomical. I asked the representative to speak to a domestic representative and she hung up on me. Adidas should be ashamed to treat customers in this manner.

      Business Response

      Date: 11/15/2022

      Thank you for taking the time to contact Adidas through the Better Business Bureau. we are sorry to hear about your recent experience and that you're needing to make an exchange. Regretfully, due to system limitations, we are unable to make changes to or cancel an order once the order has been placed, this includes having the order returned to sender. We can assure you, if this was an option, the agent assisting you would have made the accommodation without hesitation. 

      Adidas has an easy to use self service return and exchange page (https://www.adidas.com/us/returns), please follow the steps to exchange for the sizes you're needing. 

       

      Sincerely, 

      Consumer Relations 

      Adidas America 

      Customer Answer

      Date: 11/29/2022

       
      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:11/04/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a pair of shoes on the Confirmed app and wasn't a fan of them so I returned them online. My shoes arrived to their warehouse on 10/18/22 and as of today 11/4 I still have yet to receive a refund. I've tried calling and chatting online, but they're always busy. The refund policy says allow 14 working days to receive your refund. Today is actually the 14th business day. I finally speak to someone today and they tell me that the shoes first have to be inspected and they have 21 business days to do that and they haven't been as of today. Then I was told after the inspection they have **** business days to process the refund and then another 3-5 business days before I'll see it in my account. Nowhere on the return policy does it say this. It also says "working days" on the policy - Adidas is open every day so every day is a working day. I was told as a worst case scenario I should have my funds no later than December 6th. So almost 2 months after they received my return I'll get my money back? I told the representative this was not acceptable and asked who I could speak to that was higher up and she said they don't have direct communication with them, but she'll pass my information along and someone will call me within 48 hours. This is not okay. I want my money back, there is NO reason it should ever take this long! I have never had this problem with any other company, especially one that is as big as Adidas.

      Business Response

      Date: 11/15/2022

      Thank you for taking the time to contact Adidas through the Better Business Bureau.

      Currently or returns team is facing a longer that anticipated processing time and refunds can take up to 21 business days to process, we apologize for the delay. 

       

      We see a refund in the amount of $246.10 was issued on your order on 11/6/2022 and it typically takes 2-3 business days fro your financial institution to process the credit. 

       

      Sincerely, 

      Consumer Relations 

      Adidas America 

    • Initial Complaint

      Date:11/04/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered items from Adidas. Items were to large I returned items . It is now 5 weeks later and they have not refunded my money

      Business Response

      Date: 11/15/2022

      Thank you for taking the time to contact Adidas, we are sorry to hear you have yet to receive a refund for your return. We see a refund was issued on 11/9/2022 to the original form of payment which was AfterPay. Please consider contacting AfterPay customer service should you have any questions on how they issue refunds. 

       

      Sincerely, 

      Consumer Relations 

      Adidas America 

    • Initial Complaint

      Date:11/03/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      It has been almost a month and I still have not received my refund after a return. I was asked to send the policy information I received stating I would receive it sooner. I did so which proves that it was supposed to be resolved within 10 business days and then ***** business days as well.I was told my proof was an old policy and that will not honor it. That now it is 21 days in the warehouse and then takes so many days to process the refund from there. By tracking, my item was received in the warehouse on 10/10 and I still have not received my refund. I have tried numerous times including sending the proof of policy they requested and they said they still would not honor it.

      Customer Answer

      Date: 11/15/2022

      To Whom it May ***************** wanted to formally write that I finally received my refund today from Adidas. This is my case # ********. 

      Thank you,
      *******************;

    • Initial Complaint

      Date:11/03/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Place order for 2 track pants on 10/10 (original order number AD146819798)Received the wrong package on the 10/13 consisting of 3 ***** caps Was given a return label and was told to ship out the package and that my exchange would be packed after drop off within 1-2 business days (New return order number ADX11799813) after a week I called back on 10/20 and spoke with ******* who said said that because of my situation a supervisor would give me a call within 24 hrs a day later nothing so I call back on 10/22 and speak with ***** who said for the inconvenience she would just process the refund 1-2 business days and I still wait for a week and NOTHING!!! Today I call back speak with ***** and when I asked to speak with his supervisor ****** he put me on hold and comes back and says he gave me the refund for 3-5 business I said I asked to speak with a supervisor he told me that I couldnt because he was busy handling other calls and when I said Id hold he refuses to put me on hold. This has been the worst experience Ive ever had with this company. Ive wasted weeks of waiting for a resolution and hours on the phone holding all because an employee of your company was not paying attention to the job he was doing and sent me the wrong order. Unprofessionalism inconvenience and the lack of training at its best!!!!!

      Business Response

      Date: 11/09/2022

      Thank you for taking the time to contact adidas. We are sorry to hear about your recent experience with our customer service team.

      This is certainly not indicative of the level of service or experience that we are accustomed to providing. We have pulled your interactions with our agents and brought them to the attention of our training and quality team for further coaching.

      The agent assisting you was able to  cancel the exchange and issue a refund. Please allow 2-3 business day for your financial institution to process the credit. 

      We hope to have the opportunity to turn this experience around for you sometime in the future and have emailed you privately with a voucher to use on a future purchase. 


      Please accept our sincere apology, we appreciate you being a loyal adidas fan!

       

      Sincerely, 

      Consumer Relations 

      Adidas America 

    • Initial Complaint

      Date:11/03/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order #AD138500154 Order total: $4,450.66 I placed on JULY 24!!! MANY ISSUES WITH THIS *****. First off, the packages ALL came late and TWO SHOES IN THE ***** STILL HAVE NOT ARRIVED. Estimated delivery date was August 3 and its now November 3 and the only thing they have said was the initial Expected delivery: WED, AUGUST 3. Ive lost faith *** ever receive these and want a refund for them.Second, I returned my ENTIRE order as it arrived late and still have not been refunded even though I have called 7 times and have done 20+ live chats. The tracking shows all my 3 returns have been returned and only one of them was ever refunded to my card which was several months ago. Adidas is ignoring me and doesnt care about their customers.I want a complete refund as you havent shipped out 2 items in my order for 4 months and the other goods that were never refunded have been delivered for 2 months as well.

      Business Response

      Date: 11/09/2022


      Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about the delay in processing a refund for your return. Due to the high dollar value of your order, we have sent the order details to our returns team for assistance. They informed us the items received did not match those on the return label and are unable to issue a refund. Adidas will no issue a refund for this order. 

      Sincerely,

      Consumer Relations 
      Adidas America 

      Customer Answer

      Date: 11/17/2022

       
      Complaint: 18352897

      I am rejecting this response because: it was returned and i never even received two of the shoes. bad customer service, bad logistics team, bad website and warehouse system, overall terrible experience and I will NEVER shop with adidas

      Sincerely,

      Kam Ber

    • Initial Complaint

      Date:11/01/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing this complaint against ******* as the have give me the run around and they refuse to refund me money back for a shoe that I have not received. I have been in contact with them all week long about this matter and I'm tired of getting told different information. I am quite aware of a whole shipment being missing as I have filed a complaint against fed ex as well . I feel this issue needs to be addressed and an investigation needs to happen. As well as being denied access to talk to a supervisor. In which I still have not, and they put me on call back list and still have not gotten a call. This package has been sitting like this for over a week and there has not been no change. And adidias is aware of this and they are not doing nothing to correct it.

      Business Response

      Date: 11/07/2022

      Thank you for taking the time to contact Adidas through the Better Business Bureau. We are sorry to hear your shipment has been delayed. We see a handful of orders placed in the last few weeks, please confirm your order number for the missing shipment. 

       

      Sincerely, 

      Consumer Relations 

      Adidas America 

    • Initial Complaint

      Date:10/31/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I spoke with a representative that was extremely rude. I can go into details when we speak. Also spoke to a supervisor that refused to do anything about the situation. Continually referencing policy and did not even attempt to resolve my issue. Lastly how you guys dealt with the ***** remarks was shameful. How do you wait so long to sever ties with someone who is clearly racist? Please call me to discuss this matter. I am not happy at all as a customer of ********************** for a long time.

      Customer Answer

      Date: 11/04/2022

      The customer service was horrible. At least two people i spoke with were rude. One of which was a supervisor. No one could resolved my issue. I need to speak with someone higher up. I am not happy with adidas. Especially given that i buy a lot from them. 

      Business Response

      Date: 11/18/2022

      Thank you for taking the time to contact Adidas. We appreciate the time you took to express your opinions about Adidas partnership with **. adidas does not tolerate antisemitism and any other sort of hate speech. Yes recent comments and actions have been unacceptable, hateful and dangerous, and they violate the companys values of diversity and inclusion, mutual respect and fairness and thus the partnership has been terminated. 

      We understand you are wanting to return many pairs of Yeezy articles, regretfully, we cannot accommodate a return outside of the Yeezy return window of 7 days from delivery. We have reviewed your case with out customer service team and have forwarded your experience to our Training team for review and coaching. Additionally, a member of our **************** team will reach out privately via email.

      We apologize for the inconvenience this may have caused. 

       

      Sincerely, 

      Consumer Relations 

      Adidas America 

    • Initial Complaint

      Date:10/31/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of purchase 10/24 app says delivery date 10/25 email says delivery date 10/31. Contacted the store and customer service phone number and no one knows where the product I purchased is. Store says customer service can help us and customer service says its not their problem deal with the store. The store manager said that the product I purchased is a warehouse only item and all they can do is cancel my order. We just want our order for our daughter as we paid for it.

      Business Response

      Date: 11/04/2022

      Thank you for taking the time to contact Adidas through the Better Business Bureau. We are sorry to hear about your experience with your recent order. 

      As this order was placed online for in store pick up, our team does not have visibility on the whereabouts of the order. We do however, see your order was picked up around 4pm on 11/4/2022 at the requested location. 

       

      Sincerely, 

      Consumer Relations 

      Adiadas America 

    • Initial Complaint

      Date:10/30/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order AD903168068 on 10/08/22 and it shows delivered on 10/12/22 although I never received it. I contacted customer service several times although they just kept giving me the run around to then tell me someone will get back to me via email. After waiting for many days I finally received an email saying that there is nothing they can do as it shows delivered. They told me the same thing I told them , that is the reason I contacted you guys because I NEVER RECEIVED IT. This is very frustrating and at this point all I would like is my money back please.

      Business Response

      Date: 11/04/2022

      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. 



      For future shipments, we encourage you to register for ***** Delivery Manager . ***** Delivery Manager is a solution that gives residential package recipients more control over their deliveries, and allows them to receive alerts, request a hold for pickup at a convenient location, sign for packages online, provide delivery instructions, and request a vacation hold. Learn more at fedex.com/delivery.



      This is not the experience that we want for our customers, please accept our apologies. We appreciate you being a loyal adidas fan. 

      Sincerely, 
      Consumer Relations
      Adidas America 

      Customer Answer

      Date: 11/14/2022

       
      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,

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

    Adidas North America is NOT a BBB Accredited Business.

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