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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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    Customer Complaints Summary

    • 1,466 total complaints in the last 3 years.
    • 545 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/17/2022

      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.
      AD137388888 July 13, 2022 | $264.48 | 6 items Returned 4 items in July ~17 Status: expected within 5 working days once we've received your return Amount: $142.48 Method: PAYPAL I've still not received the refund of 4 items returned ($142.48) and getting a lot of vague turnarounds, contacted the company ~4-5 times in the last 3 months. Some issue in regards to the tracking of returns not matching return shipping labels, yet they can confirm those items were returned. Something in regards to "blind" return wasn't scanned during drop-off returns @ ****** I was suppose to exchange, 1 item but the item was never exchanged, ended up being a return. I've returned 4 items and would like refunds to those 4 items.

      Business Response

      Date: 10/25/2022

      Thank you for taking the time to contact Adidas consumer relations. We are sorry to hear about your experience making a return. We have manually issued a refund for $142.48, please allow 2-3 business days for processing. 

      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:10/17/2022

      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.
      Date of transaction: 09/11/2022 1 item: $190.00 Sale: -$40.00 Delivery: FREE Sales tax: $14.07 Amount: $164.07 Order: AD143642594 Wrong item sent and price manipulation following next couple days. I noticed they sent the wrong item after I ordered ultraboost 5.0 and they sent cheap $20 sandals. I opened package up in front of family to surprise for a birthday and was EMBARRASSED. Days and weeks after no refund I noticed the sale prices kept changing on the website from original price of $190 to 30% off sales and $40 off using certain codes or the shoe would go back on sale for $100 and then few days again to $190. Seems like they send the wrong product and make you wait longer than they claim (14days) for refund. In hopes you get sick and tired and place another order at inflated price or another (sale) in which they would most likely send wrong product again. Finish the job. I ordered my shoes I expect my shoes not sandals. You say refund I expect a refund. FINISH THE **** Price manipulation and order correct order fulfillment service is not allowed. This should be looked heavily upon and should not be taken lightly. This was my first purchase ever from this company. After noticing their wrong order then attempts to manipulate price of shoe across next several days in hopes of customer re purchasing without refund seems fishy. Check up on it and I will say this for the last time. Do not respond without FINISHING YOUR JOB

      Business Response

      Date: 10/25/2022

      Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear you received the wrong item! This is certainly not indicative of the level of service or experience that we are accustomed to providing. We can see a refund for your order was issued on 10/19/22. 

      We hope to have the opportunity to turn this experience around for you sometime in the future and have issued a new voucher for you to use on a future purchase in a private email to you. 

      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:10/17/2022

      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 online order with Adidas on 9/6/22 that was slated for delivery on 9/14/22. There was a ***** shipping label created on 9/6/22 with the following details:From adidas ************************************************ ********** Label Created 9/6/2022 1:52 PM There since has been no other update on this shipment or my order. I've been in contact with Adidas through chat numerous times along with making a phone call once trying to get them to issue a refund for this order that they never shipped. My last chat was on 10/10/22 where I was told and have been told numerous times it has been sent to the proper department for processing and I'll receive an email with updates. I've been told this same thing since as far back as the end of September. My order status is showing as:Your order is still in our warehouse Were sorry your package is delayed. We're working on it, and well keep you posted here and via email.Expected delivery:Wed, September 14 To be confirmed, we'll update it when it's shipped We'll show your tracking link here when it's shipped I just tried calling in again to speak to a supervisor which I was told there is non available to take my call. So this is filing this is my last option. I just want them to do the proper thing and cancel the order they obviously have no intention of shipping and to refund me to my original payment method.

      Business Response

      Date: 10/25/2022

      Thank you for taking the time to contact Adidas through the Better Business Bureau. We are sorry to hear you're still waiting on your order AD143151909. We have requested this order be cancelled and the pre-authorization be reversed. 

      We have sent you a voucher for the inconvenience in a private email to you. 

      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: 10/28/2022

       
      Complaint: 18235087

      I am rejecting this response because: There has been no refund issued. This order still shows as an active order on my order history and I have been refunded nothing. The promise of a refund needs to stop and one needs to actually be issued. It's $100 in gift cards that I'm waiting on. The remaining amount to my Paypal account dropped off and never charged. We will be at 2 months in November since I placed this order and the problem has yet to be resolved.

      Sincerely,

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

      Business Response

      Date: 11/04/2022

      Since the order was cancelled, no payment has been captured. Any gift cards used on this order will still have an active balance. We will email you privately to get those gift card numbers to check the balance. 

       

      Consumer Relations 

      Adidas America 

      Customer Answer

      Date: 11/10/2022

       
      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.Although the order was never cancelled and still shows as an active order. What was really done was they issued the gift card balance back after 2 months of inquiry and opening this BBB complaint. This can be clearly seen by the screen shot I'm attaching of the order I just checked status on with my account. So they didn't exactly do as they say they did with cancelling the order it caused the gift cards to not be used. It's still an active order. They flat out refunded the gift card balance to the gift cards two months after the order was placed. This is something they should have automatically done when I inquired the end of September as to why the order never arrived and I was told then it would be cancelled. Yet here we are over another month from that inquiry to finally get the funds back. Not a good way of doing business but I did finally get my money back. 

      Sincerely,

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

    • Initial Complaint

      Date:10/17/2022

      Type:Sales and Advertising 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 bought Adidas sneakers for my son from Off Broadway shoes on 8/21/22. My son only wore the shoes a few times, and only to school, and you can see in the picture that the orange lace loop has come undone. My son had only worn these shoes to school or about 10 days before this happened. In the receipt, the shoes in question are the Questar Flow NX. I don't expect shoes to last forever, but these fell apart long before I would have expected.I contacted Adidas support and they were initially helpful, but then kept telling me to get the receipt from the store, which I did. I provided the receipt 3 or 4 times and they kept telling me to provide the receipt and then they stopped responding. I have included that correspondance as attachments. The case number and ref are: Case Number:51115014 ref:_00D20mJS8._5003X2aYYK7:ref I would like to get the shoes replaced or be provided with a gift card that would cover the purchase of a replacement pair. This clearly falls within the warranty for the shoes, as they admitted. They just stopped responding to me and would not accept the receipt I provided. I contacted off broadway to get the receipt. Documentation is attached.

      Business Response

      Date: 10/25/2022

      Thank you for taking the time to contact Adidas through the Better Business Bureau. We are sorry to hear about your recent experience. We have approved your warranty claim and issued a gift card to the email address used to open the claim. Please discontinue use and recycle the damaged shoes in question. 

      We regret any inconvenience this issue has caused. 

      Sincerely, 
      Consumer Relations 

    • Initial Complaint

      Date:10/16/2022

      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.
      Adidas uses a company named Lasership. Lasership on 10/9/22 delivered a package, driver took a picture like she delivered the package and came back to my porch and stole the package. There are several complaints like this on ******** and ****************** reviews. I purchased the product at the time on sale. Adidas refused to give me a replacement and ended up charging me more money for the same product. They refuse to have a manager get in touch with me. They don't take accountability for the thieving company they are using to steal from their own customers. Something has to be done about this. After I paid more CASH for my product what do they do, they turnaround and hire Lasership again. The representative thought this was funny. I don't find any of this funny and Adidas needs to take ownership for their bad judgement.

      Business Response

      Date: 10/25/2022

      Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry  to hear about your recent experience with our customer service team and your recent ********************** orders. 

      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.

      Regretfully, we do not have the ability to choose the carrier option. We have passed your experience along to our transportation teams so they are aware and can bring this up with our business partners. 

       

      We have issued a refund for the difference on your second order, please allow 2-3 business days for processing. 

       

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

       

       

      Sincerely, 

      Consumer Relations 

      Adidas America 

    • Initial Complaint

      Date:10/16/2022

      Type:Delivery 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.
      They claim they delivered my order AD145695422 of $79.02 in shoes on 10/05/22. It was never delivered to me. I tried several times to reach ADIDAS customer service and after 45 minutes on hold they hang up on you. If you try their customer service chat, it freezes up and kicks you out. There is no recourse. They do not answer. They have stolen from me. Their delivery service claims they delivered my package to a front door. A photo showing proof of this delivery was not even taken by their delivery service. My ring doorbell verifies that said company never delivered this package to me. This is a scam, and there are many others reporting the same thing online.

      Business Response

      Date: 10/25/2022

      Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear you have had trouble finding your recently delivered package. We have refunded you for your missing shipment, please allow 2-3 business days for processing. 


      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: 11/02/2022

       
      Complaint: 18227388

      I am rejecting this response because: Thank you for reviewing this, however, I still havent received the refund and its been 8 days. Please advise.

      Sincerely,

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

      Business Response

      Date: 11/08/2022

      A refund of $79.02 has been issued by Adidas. Depending on your financial institution, it could take slightly longer to process than the standard 2-3 business days. If you're still not seeing the credit reflect on your monthly statement we kindly suggest you speak with your financial institution for guidance. 

       

      Sincerely, 

      Consumer Relations 

      Adidas America 

      Customer Answer

      Date: 11/16/2022

       
      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:10/15/2022

      Type:Service or Repair 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.
      On September 15 I ordered a pair of shoes from the Adidas website. I ordered a womens size 8.5 and received a womens size 11. I initiated an exchange and Adidas received the incorrect sized shoes on September 23. The correct sized shoes did not ship immediately, so I asked for a return. Its been almost a month since Adidas got their shoes back, but I have still not received a refund. I want my money back. Their own website said I should receive my refund within 5 working days but that has not happened.

      Business Response

      Date: 10/25/2022

      Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear about your experience. We can see the exchange was cancelled a refund was issued on 10/21/22. We sincerely apologize for the inconvenience and hope we can make it up to you sometime in the future. We have issued a voucher to the email address used to placed the order for you to use on a future purchase. 

       

      Sincerely, 
      Consumer Relations 

      Adidas America 

    • Initial Complaint

      Date:10/15/2022

      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.
      Ordered a pair of shoes as a gift Thursday night. Friday morning realized they were the wrong size and called Adidas to change the size. They told me they could not change anything even though the order has not shipped or been processed or payment processed. I then asked them to immediately cancel the order so I can order the correct size. They refused telling me it would take at least three business days and the order would not only ship by then, it would make it impossible for me to return them, get a refund and reorder and receive them in time for my nephews birthday. I have never in my 46 years dealt with a company that not only made it so incredibly hard to purchase from them but is unable to fix the simplest of issues. Totally unacceptable and will never purchase from them again. Now I have to dispute the payment from PayPal.

      Business Response

      Date: 10/25/2022

      Thank you for taking the time to contact Adidas through the Better Business Bureau. We are sorry to hear about your recent experience with placing an order on Adidas.com. Regretfully, once an oder has been placed, we cannot change or cancel an order. We can assure you, if there was an option to do so, our team would accommodate without hesitation. 

      We can see your order has been delivered. Adidas offers free and easy returns and exchanges. Simply follow the directions on the delivery notification email you received or you can visit our returns page here  https://www.adidas.com/us/returns. 

       

      Sincerely, 

      Consumer Relations 

      Adidas America 

      Customer Answer

      Date: 10/28/2022

       
      Complaint: I am rejecting this response because: It was not only the wrong size but the delivery date you gave after I placed the order would be a day after I left for vacation. No one is there to get the delivery. You saying you can't cancel the order is a joke. 

      Sincerely,

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

    • Initial Complaint

      Date:10/15/2022

      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.
      I placed an order at adidas.com on 9/18/22. The estimated delivery date was 9/23/22. I was charged $299.60 on my credit card on 9/19/22. The order with adidas is #AD144244873. I have yet to receive or hear anything (phone/email) regarding this order since initial purchase. I have tried calling adidas directly but the automated system cannot find my order # and waited on hold twice for an hour to get a person to speak with. No one answers the call. Please help and assure this doesnt happen to more people. Adidas has had my money for a month now with no penalty as of yet. Thank you.*****************************

      Business Response

      Date: 10/25/2022

      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. 



      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:10/15/2022

      Type:Service or Repair 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 was order an adidas NMD R1 shoes at September 02, value is $73.5 and order number is AD142682889.then I returned it at September 05. Over a week, I contacted them and asked them why my refund still hasnt processed,they tell me I need to wait **** business days! Let me keep waiting! I have contacted them many times this month and they have never refunded.until now October 15 is over 21 business days,then I try to contact them again,the agent doesnt solve my problem and closes my chats service!

      Business Response

      Date: 10/25/2022

      Thank you for taking the time to contact Adidas through the Better Business Bureau. We are sorry to hear about the delay in processing a refund for your order. We can see the refund was issued on 10/20/2022 for $73.50.

       

      Sincerely, 

      Consumer Relations 

      Adidas America 

    Adidas North America is NOT a BBB Accredited Business.

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