Business Profile

Retail Shoes

Adidas North America

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,466 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:10/11/2022
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 want to file a formal complaint for misrepresentation and misleading information for a long member of adidas. I purchased my son ******* Afterburner NWV Cleats ORDER NUMBER ad146418069 and they have not arrived at the adidas outlet yet. I contacted the outlet to see if I can get a different color as my son is not interested in pink. Manager told me to contact customer service as they can do this faster as this item is not carried in the store and that yes I could exchange it for a different color. 10/11/22, I called Adidas customer service ************** and I spoke to ********* and she told me that I could not exchange only return and repurchase. I told her that I purchased this with addidas members 33% off coupon one day sale. She said they can only give me a 30% off coupon and I asked can this voucher be used with the re-purchase as I know some coupons don't apply to some items. She placed me on hold and came and assured me yes it would not be a problem at all. I asked to have my call escalated and I spoke to ******* supervisor. She told me the same thing that I would have to return and re-purchased. I told her that the store manager gave me different information. Then I told her that I have not received the voucher to repurchase the right shoes and she said that the voucher is not valid for these shoes. I explained that ********* assured me that I could even after I specifically asked her as I know some products cant use coupons to ensure. She said no problem, these are not excluded!!!!The supervisor apologized for the misinformation and said that she would speak to the agent. I told her I wanted this escalated as this is 2 employees from adidas have given me the wrong information, misrepresentation and where is the customer service in helping me and honoring the coupon since the rep that transferred me to her was the one that assured me of such. I asked her to listen to the call
Business Response
Date: 10/19/2022
Thank you for contacting?Adidas?through the Better Business Bureau. We are sorry to hear about the miscommunication around the vouchers and what you are able to do.
We cannot make orders on behalf of customers, however we sent an eGift Card for the difference in price. This will allow you to get whatever color your son likes and keep the original price you paid. Please keep an eye on your inbox.
Sincerely,?
Consumer Relations?
Adidas America?
Initial Complaint
Date:10/10/2022
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 have contacted adidas several times about not receiving my order. The carrier ***** did not deliver my box to my apartment door. The photo where ***** left my box is unclear. When I called and submitted an complaint to ***** they informed me to contact Adidas for a replacement. When I contacted Adidas customer service they told me that ***** has the item as delivered and there is nothing else they could do and they were not going to redeliver my items. I spent $150 of products and have basically been told that I will just will have to take that lost. I am not seeking a refund but the items that I ordered.
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 that you have a potential missing package.
Fedex determined the package with tracking number ************ was delivered to the requested location on 9/17/2022. Due to the confirmed delivery, Adidas cannot issue a refund for this order. If you have additional questions regarding shipping and delivery, please visit section 7 of our shipping limitations terms and conditions https://www.adidas.com/us/what-are-the-terms-and-conditions.html.
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?
Adidas America?
Customer Answer
Date: 10/25/2022

Complaint: 18194360

I am rejecting this response because: in the photo I provided from ***** it is not my residence and I had informed ***** as well as Adidas of this issue.

Sincerely,

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

Business Response
Date: 11/04/2022
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.

We noticed you've had issues with delivery previously, 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:10/09/2022
Type:Customer Service 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.
Hi i have tried to het my money back because the package was empty . I did not get my **************** . When the package was delivered we went out to grab it as soon fed ex so it wasnt left outdide for long . They want us file a claim thru our localpolice ****** We were told we couldnt because it wasnt stolen at my address it cane empty. So now adidas is blaming fed ex and fed dx is blaming adidas so no onewants to help me get my money back . We even send adidas company pictures of how the box came . Not fair that someone stole my item and i have pay for it when I didnt received the item. Please help !
Business Response
Date: 10/18/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team and to hear there has been a delay in processing the refund for your recent order.

We can see a refund was issued on 10/18/2022, 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: 10/25/2022

Complaint: ********

I am rejecting this response because: Im emailing about my complaint #********. I received an email from you guys stating that Adidas issued a refund & it was supposed to take 2-3 business days. Its been a week and a refund has not been issued yet.

Sincerely,

*********************************
Business Response
Date: 11/04/2022
We are sorry to hear the refund did not process. It looks like you filed a chargeback with your financial institution back in September. Because of the presence of the dispute, the refund we attempted to issued on 10/18 failed. Adidas no longer has the ability to issue a refund for this order, please continue to work with your financial institution on a resolution.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:10/09/2022
Type:Customer Service 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.
Hey there,I placed orders online via adidas, but all the packages were returned by ****** so I had never touched the items. I contaced Adidas many times and they told me they would rufund in 20 business days. It's been more than 40 days now. I just want my refund. Here are the order numbers and email addresses below: AD902451355evenhopkins52141096@gmail.comAD902447292danyawomack77986407@gmail.comAD902446834ellisschofield15236644@gmail.comAD902445525larissayawn99061380@gmail.comAD902444330daninoland58463554@********************************************************* you.
Business Response
Date: 10/18/2022
Thank you for contacting Adidas through the Better Business Bureau. We looked into the orders and found that were not able to be completed due to address irregularities. We also found that all of these orders have been refunded, please see the dates below:
AD902451355 was refunded on 10/11/2022
AD902447292 was refunded 8/5/2022
AD902446834 was refunded 10/11/2022
AD902445525 was refunded 8/5/2022
AD902444330 was refunded 9/4/2022
AD902443404 was refunded 10/11/2022
Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:10/06/2022
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.
I purchased a pair of "back to school sneakers" on 7/26, delivered on 7/29. School started 8/9, the shoes fell apart three weeks later. I made a warranty claim with Adidas 9/4. I was told I'd be issued a gift card to repurchase in 1-2 weeks. I followed up multiple times and finally received a response that I am unable to warranty the shoes, due to another warranty claim submitted on a total different shoe with different issues on 7/25. I requested to exchange the shoes as my child needs intact sneakers for school and Adidas has refused. I'd like this issue rectified immediately. If they're unable to exchange, I'd like a refund as I REFUSE to pay $65 for shoes that lasted less than one month.
Business Response
Date: 10/17/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with your son's shoes.
Please provide the order number and/or receipt for the order in question. Also include pictures of the issue with the shoes.
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: 10/21/2022

Complaint: 18175946

I am rejecting this response because: all information Adidas is requesting was already sent in my initial complaint. Order: AD138789864 July 26, 2022 @ 9:41PM - Check email threads already submitted as well using *********************

Sincerely,

*********************************
Business Response
Date: 11/01/2022
We are sorry to hear your shoes failed so quickly. We have issued a warranty claim for article GZ0656. Please keep an eye on your inbox for an email containing the gift card information.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 11/07/2022

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:10/06/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 30th of 2022, I purchased shoes online with Adidas. After a few months of wearing them, I developed a hole in the right toe area of the shoe. I reached out with multiple emails to the company with no response. I have those emails. Finally in August, I received a reply, which I responded too. They said my shoes were under warranty and I could return them to get a gift certificate back instead of my price I paid for them. I said yes, and I have been waiting since August 18 for my E gift certificate. I have emailed them, hounded them weekly. I have tracked the return and it was received by them September 2. My last email stated this Monday, that I was to finally get my Egift certificate thru email shortly. That has been now 3 days, I have looked in my Spam and junk email folders and nothing. This is so UNACCEPTABLE. Other companies (Garmin) I just returned a product, within 1 week I had my credit card refunded. Why in the world is this company taking so long to issue a e gift certificate? I am afraid now, if I order the wrong size in something it will take months again as well.
Business Response
Date: 10/17/2022
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 an EGift Card was issued on 10/17/2022, please keep an eye on the email address provided with this complaint.

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

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:10/05/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought Adidas shoes for my son for school in August 2022 from Amazon. He wore them for a week before the sole insert in the shoe tore. I returned that pair to Amazon and bought another pair. The sole insert in that pair tore in 2 weeks, the same way the previous ones did. We've bought the same kind of shoes from Adidas before and never had this problem. I contacted Adidas about the problem and they told me they would not give me a refund because it looked like normal wear and tear to them. Apparently, they only expect their inserts to last for 2 weeks. I think they need to recall these shoes, there's obviously something wrong with the production of their inserts.
Business Response
Date: 10/13/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with your son's shoes. We have issued a gift card replacement as an override for your warranty claim.
We sent this gift card via email to the address provided with this claim. This was sent 10/13/2022.
We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:10/05/2022
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, contacting in regards to orders AD137400533 and AD134177596. Though I like the look of these slides, they cause injury to my feet and leave large cuts across my feet when worn without socks that had to be attended to by a wound care certified clinician. Theyre too ****** for me to consider returning. That said, I additionally have concerns regarding orders AD902331921. These are completely new in original undamaged box, as I am concerned that wearing them would cause further injury to my feet. This was a Yeezy Day purchase that shipped late and complicated my ability to return within the standard time frame, and would appreciate if I could return them now, with consideration of concern for possible physical injury. Thank you.
Business Response
Date: 10/12/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with your slides. Due to the limited inventory of the drops you participated in, we are unable to provide new slides. Since we cannot provide an exchange, we have refunded the orders.
This refund was issued 10/12/2022, 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: 10/18/2022

Complaint: 18171129

I am rejecting this response because:
Though I appreciate the refund on the slides, I did not ask for a refund or an exchange on them. I dont think Adidas read my complaint details / desired resolution. I repeatedly asked to simply be able to return a pair of sneakers that are new, in the original box as I am concerned that the pair will cut my feet as well.

Sincerely,

***************************
Business Response
Date: 10/27/2022
******,

We are sorry to hear about your slides not fitting properly.

Hype items have a strict seven (7) day return policy, however we are happy to make an accommodation. We've issued a return label, please keep an eye on your inbox for an email from ***** with the label and return instructions. For your records, the return tracking number is 791308146681.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:10/04/2022
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.
It`s been 2 weeks I`m actively trying to get my refund of an amount of CA$85.43 for one item from my order # ACA11049667 I made on August 19th 2022 that I sent back on September 6th 2022 and which has been successfully delivered on September 8th 2022. I have contacted adidas chat many times, talked to several different agents, in vain. All I got it was the excuses, apologies and requests to wait. As an automatic refund system does not seem to work properly, the adidas agent processed a manual refund on Sept 20th. As I did not get a refund confirmation the same day, I contacted adidas chat again asking why the refund did not go through. I was told I have to wait 24h. On Sept 21st at 1AM I got an email that I received a refund from adidas of CA$14.92. Same day I contacted adidas chat again asking why they refunded me such amount. The agent answered I have to wait 3-5 days for the money to appear on my bank account. When I asked why I was refunded only a small amount, I was told that somehow their system generated a partial refund and suggested to contact my bank. When I said that error in their system has nothing to do with a bank, the agent said that he is going to double-check and then said that a miscalculation occurred in their system. The agent apologized and said that he is going to ask for an immediate refund for the missing amount of CA$70.51 and he assured me that this refund amount will be credited back to my account as quickly as possible. I waited a week and contacted adidas chat again on Sept 29th. This same day I talked to a few agents asking for an update and that I wanted to talk to a supervisor. Basically, I was told that this issue is beyond them and that supervisor cannot do anything in this case anyway. I was also told that the agent must escalate the refund issue to a different team and that I have to wait another 3-5 days, while the week before the adidas agent has already escalated it asking for a refund of a missing amount.
Business Response
Date: 10/12/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience. We only support consumer in *****************. Please reach out to Adidas ****** for further support.
We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:10/04/2022
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.
Purchase date was June 14th 2022 I purchased these cleats in June to have them for my upcoming college soccer season, I had knee surgery in Jan and would be cleared at end of Aug to play so I bought them early so I had them once I was cleared so I did not wear or play in these cleats until end of aug and filed a complaint for replacement with adidas on 09/30/2022 (I can provide documentation to prove when my season started if need be and notes from my surgeon) and they basically said it was normal wear and tear but I only work them a month and it clearly has a hole on the seam with thread sticking out I feel it a defect of the product and should not have to buy a new pair after only having worn the for a month they should lasted longer and adidas says they only sell highest quality stuff I purchased these same cleats 2 yrs ago and they made it 2 yrs hence the reason I ordered same pair this season I was okay with just getting a new pair but once they said it was normal wear and tear and only thing offered to me was a 30% off coupon towards another pair that doesnt work for me I spent ****** on these cleats and they should last longer than this and I am not even done with my season yet. You can see in the picture that its clealy on a seam and the cleats on bottom arent even worn down as I havent wore them enough so how is this a wear and tear issue. On past cleats I have owned my toe wears out from dragging never have I had an issue with seams on the side I used to like adidas for my cleats but after this I will never buy another pair of cleats from them.
Business Response
Date: 10/12/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with your cleats. We have reviewed the documents you have sent to our team, but the receipt that you sent is not itemized and the pictures you provided do not allow us to zoom in for the details we need.
Please provide an itemized receipt showing the price you paid for each item you bought, and the date. If you cannot provide different screenshots than the ones you have submitted, please reach out to the retailer you purchased from to see if they can provide further assistance with the receipt.
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: 10/18/2022

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,

*************************
Customer Answer
Date: 10/21/2022
I am reaching out to let you know my case is not resolved company requested better copy me of the receipt, so I submitted said copy and thought that would go back to the company then they would respond, but by message I got said it was resolved it is not resolved as they never offered me a refund they wanted new copy of the receipt so I attached two, so this is actually not resolved until adidas responds to my attachments I responded with, so can this be reopened or do I need to file new complaint as this is still not resolved

Thank you
*************************
Case # ********
Case is NOT RESOLVED

Business Response
Date: 11/01/2022
we are sorry to hear about your cleats failing so quickly! We have issued a gift card for the warranty claim. Please keep an eye on your inbox for an email containing the gift card information.

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

Complaint: 18164891

I am rejecting this response because:

Sincerely,

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

i did get a credit but it was for not even half of the money spent I believe it was for ***** should be at least a ****** as ***** doesnt even cover cost of new pair of cleats
Business Response
Date: 11/08/2022
You were issued a gift card on 11/1/2022 in the amount of $130. This is the same amount shown on the proof of purchase documentation provided to the customer service agents.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 11/17/2022

Complaint: 18164891

I am rejecting this response because:
when I go to the email that states I was given a credit and get into it with numbers and pin provided it clearly shows only a $50.00 credit as u will see in the attachments and until that shows $130.00 I will continue to reject your response as $50.00 doesnt even cover half of the cost of a new pair and its truly sad I am having to go threw all this to begin with, if adidas would of just sent me a new pair when I asked to begin with. So you still owe me $80.00 to go with the $50.00 you actually issued me. I have attached a screen shot of the email and the gift card balance. No I do not plan to wait on hold to speak to your customer service staff as I dont have hours again to waste for them only not to help I already did that route that why we are here instead.

Sincerely
*************************

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Adidas North America is NOT a BBB Accredited Business.