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

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.

Initial Complaint
Date:10/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I'm unfortunately writing this because of a recent purchase I've had on adidas' website. I bought a duffel bag, but unfortunately the bag did not come the the over the shoulder padded strap.I searched everywhere for it: In the bag, checked all the zippers, and lastly checked the box. It simply wasn't included.I contacted your online customer support and I will say I found their email perplexing. They basically said I have to ship back the bag and that the process takes 4-6 weeks before they will ship me back a different one. So I just want to ask you... are you kidding me? So it's Adidas fault for the error.. and now I have to ship back this item and wait 4-6 weeks? If you think that's the best you can do... then I don't know what to say. You have so many competitors that are doing a much better job at reverse logistics than this. Amazon and **** would have already shipped me a new bag with a strap. But with Adidas, I'm required to wait patiently even though it's Adidas who made the MISTAKE! If you need help with your reverse logistics, just let me know. I have a Supply Chain Mgmt degree from the 4th ranked ******************* in the country.I'm open to all options on how this can be resolved.
Customer Answer
Date: 10/19/2022
Refund or replacement would be a solution within a reasonable timeframe
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 received a defective item. Regretfully, do to system limitations we are unable to reship an item and processing an exchange in a situation is the only option. Currently, the warehouse is facing a longer timeline than we'd like and we cannot commit to a quicker turn around for the exchange. However, we see the exchange request has been cancelled and a refund has been issued. If you are still interested in the item we suggest placing a new order. We can see our agents have issued a voucher to accommodate for the inconvenience.

We apologize for the inconvenience this may have caused.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:10/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order through adidas website on 08/13/22 and my items were stated it was delivered through fed no package I did a claim to see what happened to my package through fed ex they stated it was delivered to my front door which I was home the entire day and no one rang my door **** then after filing a claim I was told its was in the mail room it was never once there. I contacted adidas they seen my duffel bag that was in the same Order wasnt delivered and provided a credit for that which it was all the same order but none of the other items. And then I placed a claim with adidas after given different dates to call 10/14/22 two months later now Im told to contact the police they cant issue a refund. So Im out of the $365 and still have no products. Unsatisfactory and there customer service is awful. You cant say we can provide a one time credit on a single item that you admitted was not delivered but deny the rest of the package. And I had told the representative my apt is ***** after placing the order when it showed details before order was created and pulled.
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 the items in your missing package.

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:10/12/2022
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 ordered some Adidas pants around 15 Sept 2022 and didn't like them when I received them in the mail. I took them back to ***** on 23 Sept 2022 and ***** today on 12 Oct 2022 and they told me since it has been well over 7 days ***** will take a loss and to let Adidas know. I should not have to wait 10 to 14 days it's not my fault that the package was lost it was out of my hands and with *****. I would like my money back asap I should not have to wait a month.
Business Response
Date: 10/25/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau. We apologize for the delay in processing the return for your order. We can see a refund was issued for $33.71 on 10/22/2022, please allow 2-3 business days for processing.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:10/12/2022
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.
I placed an order with Adidas on 10/5/22 online, order number AD146181185. It was shipped through Lasership tracking number 1LSCXON0013ULV7. Got an email from Adidas on 10/10/22 saying my order was delivered. Checked the tracking with Lasership, and they said they delivered on 10/9/22 at 3:38 pm, left at front door. I have a ring camera and there were no deliveries or anyone on my street at that time before or after that timeframe for deliveries. I reached out to Adidas, sat on hold for over an hour 3x no luck. Tried the chat, no luck. There is no email on the website to contact them. Lasership says to contact the seller. I am frustrated and from looking at the complaints online this is something that happens on a regular basis. Seems like a scam set up between Adidas and Lasership. Where are all the products that are not getting delivered?
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. The carrier, LaserShip, has confirmed the shipment was successfully delivered to the requested address. We understand that packages can go missing and so we have refunded you for the item(s) in your missing package. Please allow 2-3 business days for processing.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 10/28/2022

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:10/12/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned several items back for a refund and noticed almost a month later still havent received a refund to my account. Called customer service on 10/4 and the person that I spoke to said that they received the items but the refund failed due to system issue. She escalated the issue to the supervisor and that I should receive a refund in couple of days. Still no refund after a week. Called customer service again yesterday 10/12 and stated that it may take now 2 weeks to receive the refund back. I feel I am not assured that I will receive the refund back due to different responses I am getting the reason why I am filing the complaint. AD142675104 AD142554845
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 a refund for two of your orders.
AD142554845- a refund for this order was processed on 9/17 in the amount of $197.36
AD142675104- a refund for $77.61 was processed on 10/24/22, please allow 2-3 business days for your financial institution to process the credit.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 10/28/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not resolved. AD142554845- a refund for this order that says that it was processed on 9/17 in the amount of $197.36 was never refunded to my account. Please advise.

Sincerely,

*********************
Initial Complaint
Date:10/11/2022
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 placed two orders *************************** on July 26, 2022. I never received the items and immediately contacted Adidas customer service to advise them of this. I was given the go around and told that they "would look into the issue" and I never heard anything back. I contacted my bank to reverse the charges but they were unable to help me. I contacted Fed Ex and they also were not helpful and stated that because I did not ask for a signature on the orders, there was nothing for them do. The option for signature on delivery was not presented to me when I placed the order, nor was it anywhere in the shipping confirmation email. I finally contacted Adidas again (after not hearing back) and Adidas provided a refund for order AD902099348, but has not refunded AD902135338. I was told that I would not receive a refund on that order, which is absolutely mind boggling considering the same issue is present for both orders and they were placed at the same time and supposedly delivered at the same time as well. I have spent hours trying to resolve this issue and it is extremely frustrating that I continue to get the robotic run around when speaking with Adidas reps, who have been extremely unhelpful and unsympathetic to my situation. This is not how a company should treat its consumers and it is absolutely unacceptable the disregard Adidas has over a $70 order.
Business Response
Date: 10/21/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team and to hear there has been a delay in processing the refund for your recent order.

We can see a refund was issued on 10/21/2022, please allow 2-3 business days for processing.

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

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 11/02/2022

Complaint: 18201014

I am rejecting this response because: I have not received a refund from the company, as mentioned in the email.

Sincerely,

*****************************
Business Response
Date: 11/08/2022
It looks like the refund we attempted on each order failed due to the presence of a charge back filed with your financial institution. Due to the dispute on each order, Adidas no longer has the ability to issue a refund. Please continue to work with your financial institution on a resolution and credit.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:10/11/2022
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.
Date of transaction: 10/2/22.Payment: $110.Product purchased: https://www.adidas.com/us/*********-22-home-jersey/HF1485.html I received the product and it has a small but noticeable highlighter stain in the top right of the back. I called them as soon as I opened the package. They said to send some info, including a picture. After I did, they responded saying that it is a yellow highlighter stain (I had already told them that myself) and to wash the shirt because it will go away and that the item is not returnable because it's customized. I attempted washing the area where the stain is but it does not go away. I called them several times but they just say that it's not returnable because it's customized. This is not okay: it is fine that it is not returnable if they send a product in mint condition, which is what they are supposed to be selling. If the product they send is stained, then they should refund or exchange it even if it's customized. The fundamental issue, then, is that they are supposed to be selling something in mint condition but what they sent me is not in that condition. It is stained. Whether it's customized or not does not matter if they failed to send me a product in mint condition. I am attaching pictures. The stain is small but it's still a stain. Also, the pictures don't do justice to the stain because the shirt is somewhat shiny so the pictures don't take well. However, the stain is noticeable to the eye. More generally, whether the stain is tiny or huge does not matter: it's still a stain and they are supposed to be selling something in mint condition, so no stain is acceptable.
Business Response
Date: 10/21/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your jersey. Due to the type of **** on the jersey, we have refunded you the personalization fee for this jersey.
This refund was processed 10/21/2022. Please allow 2-3 business days for the processing.
We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 10/28/2022
Complaint: 18199536

I am rejecting this response because: The problem is the jersey itself, not the personalization. The jersey came stained. The personalization was fine. So, put another way: even if it was not personalized there would **still be** a problem with what they sent me. Therefore, it makes no sense to refund me the personalization, only, when the problem is with the jersey **itself.**

Adidas is dancing around the issue: the issue is that they sent a stained **jersey**. Therefore, the solution is: send me a new personalized jersey that is in the new (and, among other things, unstained) condition that is expected and should be the case when buying a new product, or refund me my **entire** purchase, not just the personalization fee. The jersey is **NOT WEARABLE** as is: the stain is very noticeable to the naked eye. The problem is not the personalization, it's with the stain that is **ON THE JERSEY.** Adidas: please be honorable and send me a new personalized jersey or refund me the entire amount (the entire thing cost $110 and the personalization cost $30, therefore, having refunded me the $30 of the personalization, Adidas still owes me $90--or they send me a new personalized shirt). Adidas: please stop dancing around the issue: you sent me an unwearable jersey. Please take responsibility for your mistake and please ask honorably, as expected from a company of your stature.

Sincerely,

*****************************
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 received a damaged ******. We have issued a refund for the article, please allow 2-3 business days for process.
We apologize for the inconvenience this may have caused.

Sincerely,
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. Thanks very much for your time and help with this, BBB, I really appreciate it!

Sincerely,

*****************************
Initial Complaint
Date:10/11/2022
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.
On September 3rd 2022 I ordered a pair of sneakers from adidas order number AD902878186. On September 11th 2022 I received a email saying that my shipment had been delivered which was a Sunday I work on the weekends so I was not home and I live alone. When I did get home no package so I called adidass on Monday morning spoke to a customer service representative who told me that they had to do a investigation (investigation number ********) and would take 14 days to complete it he also told me it could be sooner so call back sometime next week. So on September 20th I called back spoke to a different customer service representative gave her the case number and she told me that the investigation was never started I had been delayed and would start from today and apologize to me and sent me a coupon for 30% off Adidas. She told me to call back in 14 days. On October 11 call Adidas and to find out the results of the investigation. They told me that they cannot give me a refund for the sneakers because ***** said the shipment was delivered to my porch. I dont have a porch I live in a residential building with probably over 200 residence in it. I asked the customer service representative to speak to a supervisor supervisor. I spoke to ************** I explain to ***** the situation the sneakers cost $260 and I never received them she told me that Adidas is not responsible and that they dont require a signature for packages delivered once the shipper states that the package has been delivered. Theres nothing she can do. I want one of two things to happen either Ill get the sneakers or I would like a full refund. I will never purchased anything from Adidas again.
Business Response
Date: 10/21/2022
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 the item(s) in your missing package despite the claim denial. Please note that future orders marked as successfully delivery and have investigations with the same conclusion, will not be refunded.

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

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 10/27/2022

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:10/11/2022
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.
Order #AD145620710 - I made $313.91 online purchase and have been charged. Im still awaiting 5 items; per my online account, these items were due to arrive October 7 but this date is lined out; also theres a note stating that the shipper has been awaiting this shipment since Oct 2. I called customer service and was told to call back on Thursday if no movement I will receive a refund and have to reorder. Since the items show in stock online, I asked why cancel then reorder; I did not receive an explanation. The *** was professional and courteous and I like adidas products so Id really prefer to receive my order. Thank you.
Customer Answer
Date: 10/19/2022
Hello,

Im writing to request to close this complaint. I appreciate Adidass consideration, time, and effort. After I submitted this complaint, I requested a refund then reordered a few minutes later as a few items were low in stock. Adidas fulfilled my complete order in a timely manner; I received everything yesterday. Thank you BBB for all you do!

Best regards,
*******************************;
Initial Complaint
Date:10/11/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pair of adidas kids shoes yeezy 700 for my sons start of the school year. I never received them. I contacted adidas almost immediately after they were not delivered. They told me they would investigate. It would take them 10 days. I reached back out and they told me they never opened a case so then they did. They came back and told me they cant refund money or ship another pair of shoes. This is not good business. Please refund my money or send me another pair of shoes
Business Response
Date: 10/19/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team and to hear there has been a delay in processing the refund for your recent order.

We can see a refund was issued on 10/19/2022, please allow 2-3 business days for processing.

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

Sincerely,
Consumer Relations
Adidas America

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Adidas North America is NOT a BBB Accredited Business.