Business Profile

Retail Shoes

Adidas North America

Headquarters

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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.
544 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:10/29/2022
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.
Case number ******** Order number AD149217769 Ordered on 10/26/22 On 10/26/22 I submitted an order with Adidas. While filling out delivery information there was a point when they system on Adidas website removed the information that I entered and auto filled a similar address. My address being ****************************************************** and the address that Adidas auto filled in place of my address at another point being ***********************************************************************. Ive tried to change my delivery address with Adidas on several occasions before the item shipped. All attempts have been ended with a rep telling me they will do what they can after dealing with a supervisor and then sending me an email stating I need to request the ***** to hold my delivery at a facility and for me to pick it up there or wait until the item hold times out, is shipped back to adidas and my refund is processed. Ive asked on several occasions that Adidas change my order before it was shipped or refund me the order before it was shipped or reship me the item I ordered and work with ***** themselves. The solution I have been given is not even a possibilty as it is only available for facility pickup nearby the delivery address which is in another state and would require me to provide government id with my the name and address of the recipient of the package which again is the wrong address! When told to work with ***** the first time my attempts failed as Adidas still had the package in their possession according to adidas so really this issue could have already been resolved by adidas at that time and yet they refused. At this point I would like a full refund of my order. The billing address associated with my CC used to pay for the order would also be incorrect due to the error on adidas website. Adidas has been extremely difficult to work with to find a fair and reasonable resolution to my problem which is very disheartening.
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, regretfully, once an order has been placed we are unable to make any changes. This includes update shipping addresses, we apologize for the inconvenience. We can see ***** is holding the package for pick up, should you choose not to retrieve the package, ***** will send it back to our ** and a refund will be issued.
We have issued a voucher for you to use on a future order for the inconvenience.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:10/28/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order # AD144107428 ******************** Case # *********** I placed my first online order on 9/19 with Adidas for shoes, a shirt and shorts totaling $111.27. The clothes and shoes were were shipped separately set to deliver on Thursday, 9/22 @ 11:15am. I contacted them the same evening at customer service that it was not received. The ** rep said we will issue you a refund, I wanted the items so I requested a reshipment. The ** rep said they will have to open an investigation before sending replacements. Then I received an email stating that because ***** shows the items left at a door that I would have to file a police report to receive the items or refund. I filed a police report as I never received the items. I live in an apartment building and the picture on the tracking shows the color of my building but all the apartments buildings in the community have the same color. The package was not left at my door. I then asked can I be refunded as I was initially offered a refund, and I was then told that the investigation was concluded there is nothing they can do. I will have to have the police track down my package or compensate me. This is my first experience ordering online with Adidas and I am very disappointed. I am a big online shopper and have this weekly items delivered to my address with no issues. I have written several emails and calls and they refuse to even help at all. I went from really wanting the items to now wanting a refund as I do not want anything from them anymore but I refuse to throw away over $100 and get nothing!
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
Initial Complaint
Date:10/26/2022
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 did not receive this product from Adidas and they are not able to refund it only because it is not in their system. Order AD121621816 Purchase Summary DELIVERY ADDRESS ***** shalimhaiem ******************************************************** ********** BILLING ADDRESS ***** shalimhaiem ******************************************************** Via: PAYPALECS ORDER SUMMARY Products$ ****** Delivery$ **** Total$ 18**** DELIVERED ITEMS Cart ImageTIRO TRACK PANTS $45.00 ***************** Red / *********************** 1 Article No: GT6841 Cart ImageTIRO 21 TRACK PANTS $45.00 Color: Black / *********************** 1 Article No: GH7305 Cart ImageULTIMATE365 3-STRIPES TAPERED PANTS $90.00 Color: Black Size: 32/30 Quantity: 1 Article No: DQ2206
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 you are having trouble locating your order.
Due to the delivery confirmation and completion of their investigation, ***** has declined your claim stating,

"Our records indicate the package was properly delivered to the correct address. Under the terms and conditions governing this shipment, unless a ***** Delivery Signature Option is requested at time of shipment, we may deliver shipments to residential locations without signature."

According to the tracking number (https://www.fedex.com/fedextrack/?trknbr=561077940586&trkqual=2459590000~561077940586~FX), this shipment was delivered to the requested address on 1/13/2022.

Adidas cannot issue a refund for a confirmed delivery with a denied ***** claim. Please visit section 7 of our shipping limitations terms and conditions https://www.adidas.com/us/what-are-the-terms-and-conditions.html.

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.

We regret any inconvenience this issue has caused.

Sincerely,
Consumer Relations
Customer Answer
Date: 11/11/2022

Complaint: 18318688

I am rejecting this response because:
I inquired about the item being damaged and adidas does not accept returns and didn't want to send me return label for it.

Sincerely,

*************************
Initial Complaint
Date:10/23/2022
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.
We purchased Adidas Predator soccer cleats for my son on 7/22/2022 from a local Adidas retailer. He started using these cleats September 2022 when his other cleats were wore down after over a year of use. He wore the Adidas Predator cleats for 5 games and 15 practices when the left cleat tore on the factory seam from the toe box down the inside of the cleat. This was clearly a manufacturer defect. We contacted the store we bought them from and they told us Adidas has a warranty (6 or 12 months) on their products, so after a phone call to Adidas I was sent an email to submit pictures. This was sent to Adidas on October 13, 2022. On Oct 14, 2022 I was sent a reply email that they denied coverage of the cleats. The right cleat looks 100% new and no defects, but we explained that the left was ripped from toe to mid inside foot, which wasn't a result of wear, overuse or wrong use. My son has Adidas slides he wears to the field and off the field where he dons and doffs his cleats. He is a club soccer player and treats his equipment well. I replied to the denial email and asked why. They replied that the cleats weren't purchased from an authorized adidas retailer. The retailer we purchased from was Soccer Factory and they told me they were am authorized retailer and even told me about the warranty. They sell tons of soccer cleats and even players from our team that bought **** and Adidas from them have had them covered under warranty. All we are asking is for a credit to purchase another pair, these are my sons most favorite brand and style of cleat and using them for less than 45 days (couple times per week) shows they were defective.
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 cleats failing! We've approved your warranty claim and have issued a gift card. Please keep an eye on your inbox for an email containing the gift card information.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 11/18/2022

Complaint: 18302428

I am rejecting this response because: I am happy with the resolution but have not received the voucher from Adidas yet.

Sincerely,

******************************
Initial Complaint
Date:10/22/2022
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 a fleece hoodie from Adidas couple months ago for some reson it is starting to pillage and I washed it following the directions on the tag I trying to get a hold of Adidas store they wouldnt do nothing also I try to get a hold of the one 800 number and they wont do nothing either
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 your fleece is staring to fail. WE have sent you a form to initiate a warranty claim. Please reply with the required documentation and a member of our team will get the claim started.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:10/21/2022
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 placed an order for two items [ACA12121407]. One of them run small, so I placed a return request and received a return label on email to print and sent to ***************** I did not had a printer so I went to a printing shop that is too far from my house, printed the label and went to purolator office to drop it for return. I spent $7 to go to printing shop and purolator to return it.Then at purolator office, I found out that Adidas sent me a wrong return label. I contacted them again and they emailed me a new return label. Now I have to go again, get it printed and return to purolator.This is not making sense to me, I already spent $7 once to get it printed and return to purolator and because of their mistake, they're making me spend money again. This is not fair. I want a pickup arranged so I don't have to spend money again to return the item.Please help!
Business Response
Date: 11/02/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear about your experience. Regretfully, we are unable to assist with ******** orders. We have forwarded this complaint on to our counterparts in ****** to further assist you.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:10/20/2022
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 believe I received a pair of fake shoes from Adidas. The pair I received look like a cheap imitation of the pictures posted on their site and by other people who have the same pair. I attempted to return it but apparently it was outside of the 7 day return window. I had originally reached out to Adidas because the package was pre-scanned and marked delivered on a Saturday (10/8) when it was not so Adidas customer service told me to wait a business day and they were right, it did show up on my doorstep the next business day. I have that chat documented at least if needed but the main issue is that I didn't contact Adidas explicitly regarding the return so they are not honoring it outside of 7 days (which I think is way too short for some shoes). And because the pair doesn't fit their definition of 'defective' there is nothing they can do for me apparently. I was hoping to reach out here and see if there was a better outcome. Please let me know any additional info needed.
Business Response
Date: 11/02/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear that you are unsatisfied with your recent purchase. Regretfully, we are unable to locate your order number under the information provided in this complaint. Please provide your order number so we can better assist.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 11/10/2022

Complaint: 18254272

My order number is AD903076540.

Sincerely,

*********************
Business Response
Date: 11/18/2022
Thank you, we have issued a defective product return label, please keep an eye on your inbox for return instructions.

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 ********, and find that this resolution is satisfactory to me. Please email me the label and be ready to issue the refund to me once I return the pair. Thank you.

Sincerely,

*********************
Customer Answer
Date: 12/14/2022
Complaint ID: ********. The complaint was closed but the business never followed through on their end. No refund and no return label was sent to me and it has been 10 days since I have heard anything from them. Please advise.
Business Response
Date: 01/05/2023
A label was issued on 11/18/2022, we will issue a new label. Please be sure to check your junk and spam folders as well. The tracking number is 770951614747 for your records.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:10/19/2022
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 purchased my product from adidas on 10/7/2022. Delivery date was 10/14/2022. The product was out for delivery on Friday 10/14/2022. I contacted adidas 10/18/2022 I was told by supervisor ***** that hes on on hes waiting on a reply from fed ex he will contact me back with in 4 hours. Its now 10/19/2022 no call back or email. So i called back today 10/19/2022 to tell them what fed ex told me and ask them to contact fed ex the young lady states she cannot contact fed ex her manager told her not to . I asked to speak to manager she puts me on hold for 27 mins , the phone then rings back told her I was on hold for 31 minutes she says no you were on hold for ********************************************************* She then puts me on hold again, comes back on the phone says she have to add me to a call back list. I just need my product this is veryyyyyyy bad service. Im a customer that always spends money with **********************.
Business Response
Date: 11/02/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear you have yet to receive your order. The carrier has deemed your order undeliverable and the shipment is on it's way back to our warehouse. Due to system limitations and limited stock, we are unable to reship your order and have issued a refund. Please allow 2-3 business days for your financial institution to process the credit.

We apologize for the inconvenience this may have caused.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:10/18/2022
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 shoes on 9/23/2022. Shoes arrived but we're too small. I filled out an exchange and mailed back on 9/27. Tracking number indicated shoes arrived at facility 9/29. I never received confirmation from adidas. After being on hold numerous times ***** I spoke with a customer service rep. *** informed it could take 21 days. The exchange email clearly states once carrier scanned exchange another pair would be sent out. **************** could not explain where my shoes where in the process or knew time frame. *** told me to call back in November if I hadn't heard anything. So Adidas is continuing to hold onto my money for an exchanged product with no product delivery. After reading reviews from other sites they are continuing to do this to other people as well.
Business Response
Date: 11/02/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau. We apologize for the delay in processing the exchange for your order, currently our DCs are facing a backlog and returns and exchanges are taking longer to process that we would like. We see that your exchange did process and was delivered on 10/22/22 according to the ***** tracking https://www.fedex.com/fedextrack/?trknbr=612534930021&trkqual=12024~************~FDEG.

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

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 11/08/2022

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:10/18/2022
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.
Hello,I had purchased 2 pair of shoes from Adidas online on 9/21/22 on order #AD144266152 for a total of $108.78. I contacted Adidas on two separate occasions to find out where my order was. When you track ***** airbill #****-0589-4621 it states a label was created but no shipment was provided to *****. I had to go through Adidas chat line twice to find out where my order was. I didn't receive my Adidas order until 10/01/22. You cannot call Adidas or email them to find out what happened to your order. On 10/01/22, I shipped back 1 pair of the pink X_PLR to Adidas from order#AD144266152 on ***** airbill #****-3845-8205 for an expected refund of $58.12. On 10/04/22, Adidas received the shoes in **********************************. I have contacted Adidas on their chat line twice on 10/13/22 and today, 10/17/22, to find out the status of my return ad refund. On two occasions Adidas agents had informed me on the chat line they still need to inspect the pink X_PLR shoes first then allow 21 days for a refund. I informed the agents on Adidas returned instructions states returns and refunds will be processed within ***** business days. They had the shoes since 10/04/22 so what is taking so long? I never got a clear answer from the agents on my refund. I've asked to talk to a Manager and was told that they will add me to a list for a Manager to call me back. I've advised ****** today one of the agent on Adidas chat line that I've put in another request to talk to a Manager last Thursday, 10/13/22, and no one has called me. I have asked for a Manager's name, phone number, and email address at Adidas. ****** advised me he cannot provide me with their Manager's information. Only to add me to a list where someone will contact me in ***** hours. I find it strange that Adidas would make it so complicated to refund me for a return that they have in possession since 10/4/22 on ***** airbill #****-3845-8205. This is the worst business response by an international company. I need help.
Business Response
Date: 11/01/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau. We are sorry to hear about your experience with making a return. Our return timeline allows for 21 business days for processing. Your return was received on 10/4/2022 and the refund was processed successfully on 10/20/22/. It typically takes 2-3 business days for your financial institution to process the credit. If you are not seeing the credit on your monthly statement, please work with your financial institution.

Sincerely,
Consumer Relations
Adidas America

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Adidas North America is NOT a BBB Accredited Business.