Retail Shoes
Adidas North AmericaHeadquarters
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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 ComplaintThe 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:10/01/2022
Type:Product IssuesStatus: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.
The products were bought on August 31, 2022, at 11:16 AM on adidas website with the order number AD142307752.It was shipped by ****** I was able to retrieve the shoes at the front of my building complex instead of my front door. I called ***** to let them know that the other package was not received. ***** gave me a claim C81206828, 3 days later ***** ground delivery closed the issue saying that adidas should be one refund me. I called adidas the same day that I filled the claim with ****** adidas gave me this claim number ******** saying that they will contact me in 10 to ********************************* It's been more that 3 weeks, I decided to contact adidas today, and adidas is not willing to refund my money.Business Response
Date: 10/10/2022
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 09/03/2022. Due to the confirmed delivery, conclusion of investigation, and signature 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.Sincerely,?
Consumer Relations?
Adidas America?Customer Answer
Date: 10/14/2022
Complaint: 18153683
I am rejecting this response because:
Sincerely,
*************************they said ***** said, the package was delivered. My question is where the package. I have not received the supposedly delivery package
Initial Complaint
Date:09/28/2022
Type:Service or Repair IssuesStatus: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 on 8/28/2022 for an item that was $248. 98. I received the item on 09/02/2022. The item ran rather small than normal so I return the shoe and it was accepted by Adidas on 09/09/2022. Im yet to receive a refund. Ive contacted adidas multiple times and was being given different time amounts of when I should receive my refund. Each time Ive been told that the shoe is in inspection. I do not think inspection takes a month. This is very degrading and I want my refund. Ive spoke with supervisors stating to me that its nothing they can do and they don't know why its still showing its in the warehouse. Ive been giving the run arounds about my refund. The points to spend was even deducted but the money was never returned. Adidas is too large of a company to play with peoples money. This is beyond a disgrace.Business Response
Date: 10/10/2022
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 10/4/2022, 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 AmericaInitial Complaint
Date:09/28/2022
Type:Delivery IssuesStatus: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 shoes from the Confirmed app on August 2, 2022 and it was supposed to be delivered on August 5, 2022. I am yet to receive the shoes or a refund. Order Number: AD902422264. It was marked delivered on the tracking number, but the shoes worth $229.17 were never delivered. I was home at that time and there was no delivery from their end. I tried to start a claim with adidas on August 5, 2022 and they told me it would take 14 business days and told me to wait. When I called them again around August 20, 2022, they said it they did not put a claim and will do it now and it will take another 14 business days. I was moving out on September 23 and I called them on September 22, **************************************************************************** that the only claim that they had on file was from me and not Adidas. I called adidas back and they told me that there was in fact a claim put on September 1, 2022 which was 1 month after the initial call with the customer experience. There was still no result for the claim even after 1 month of calling them. I called them back and tried to get a response and when he did not I kept asking him to talk to a supervisor and he was trying for me to not talk to him. Now I still haven't received my shoes or a refund. Adidas has the worst customer help support!! They spread lots of misinformation and I had to waste almost 8-9 hours in wait times trying to reach them and another 2-3 hours talking to them but all in vain. I need justice.Customer Answer
Date: 10/03/2022
I ordered shoes from the Confirmed app on August 2, 2022 and it was supposed to be delivered on August 5, 2022. I am yet to receive the shoes or a refund. Order Number: AD902422264. It was marked delivered on the tracking number, but the shoes worth $229.17 were never delivered. I was home at that time and there was no delivery from their end. I tried to start a claim with adidas on August 5, 2022 and they told me it would take 14 business days and told me to wait. When I called them again around August 20, 2022, they said it they did not put a claim and will do it now and it will take another 14 business days. I was moving out on September 23 and I called them on September 22, **************************************************************************** that the only claim that they had on file was from me and not Adidas. I called adidas back and they told me that there was in fact a claim put on September 1, 2022 which was 1 month after the initial call with the customer experience. There was still no result for the claim even after 1 month of calling them. I called them back and tried to get a response and when he did not I kept asking him to talk to a supervisor and he was trying for me to not talk to him. Now I still haven't received my shoes or a refund. Adidas has the worst customer help support!! They spread lots of misinformation and I had to waste almost 8-9 hours in wait times trying to reach them and another 2-3 hours talking to them but all in vain. I need justice.
Name: ***********************
Business Response
Date: 10/10/2022
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 10/10/2022, 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 AmericaCustomer Answer
Date: 11/22/2022
Hey, I havent received a refund on this yet. How can I contact the seller for the same?
Thanks.Business Response
Date: 12/01/2022
We apologize, we've made another attempt to issue the refund, please allow 2-3 business days for processing. If you are not seeing this reflect on your monthly statement, please continue to work with your financial institution.
Sincerely,
Consumer RelationsAdidas America
Initial Complaint
Date:09/28/2022
Type:Customer Service IssuesStatus: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 a order with adidas on August 2nd 2022 on August 9th I received a message saying my package was delivered I never received any package I contact adidas and they told me someone would get back to me about the issue I have yet to hear from anyone I called and spoke with a customer service manager and was told there nothing they can do about the issue I purchased a product from adidas I never received and all partys involved saying its nothing that can be doneBusiness Response
Date: 10/06/2022
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 10/6/2022, 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 AmericaCustomer Answer
Date: 10/06/2022
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,
Dawonta *******Customer Answer
Date: 10/13/2022
Complaint: ********
I am rejecting this response because:
I recently filed a complaint against adidas my complaint #******** for a purchase I never received for $284.70 you guys sent me a email saying adidas agreed to refund me and they refunded me $76.65 Im not sure why I was only refunded $76.65 when the package I never received was a purchase of $284.70
Sincerely,
Dawonta *******Business Response
Date: 10/19/2022
We apologize. Your refund was partially processed and we did not realize it did not fully go through. We have reissued the refund as of 10/19/2022. We are sorry for not realizing this before you had to contact us again.
We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.
Sincerely,
Consumer Relations
Adidas AmericaInitial Complaint
Date:09/27/2022
Type:Product IssuesStatus: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.
Adidas order# AD137002963 Adidas case # ******** On July 8, 2022, I ordered two pairs of shoes ($114.75) from Adidas. The shoes were returned via ***** on 7/20/22 and received by Adidas on 7/25/22. Today is September 27th, and I have yet to receive a refund. I have contacted Adidas' customer service team on at least 4 separate occasions. Three times I was told that the refund did not go through when it was processed "automatically", and that it would have to be processed manually, which could take up to fourteen business days. Once I was even told that if I had not called, no one would have known to process the refund. On the last call, I was on hold for a significant amount of time, only to be told that no one was available to provide an update. When I asked to speak with a supervisor, I was told that once again, no one was available, and someone would get back with me in 24 to 48 hrs. This is by far the worst return/customer service experience I have ever encountered.Business Response
Date: 10/06/2022
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 10/05/2022, 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 AmericaCustomer Answer
Date: 10/12/2022
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:09/27/2022
Type:Order IssuesStatus: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 bought my son some Adidas cleats back in April from ****'s Sporting Goods. The cleats cost $249.99. He started wearing them in May for summer soccer and now for school soccer. It hasn't even been 6 months of wearing them and the right cleat is ripped on the outside. I sent pictures to Adidas and all the necessary information that they required. Adidas sent me this---Dear Customer,We appreciate you taking the time to contact us.We do not replace products damaged by normal wear and tear, negligence, or misuse. Please note that the life expectancy of any product depends on the individual using the product, the conditions of use and care, and the characteristic wear patterns of the user. Items damaged by normal wear and tear or that have exceeded the reasonable life of the product are not replaced. We maintain the right to refuse any product. This request has been denied as the shoes appear to be normal wear and tear. For additional details about our warranty, please see this link: https://www.adidas.com/us/help/us-products/what-is-the-warranty-on-my-products If you have other questions or concerns, please contact us back, we will be happy to help you. Thank you for reaching out to Adidas! Have a nice day and keep safe always!ADIDAS TALKS ABOUT THE **** OF THE PRODUCT. WE BOUGHT THESE IN APRIL. I COULD SEE IF THIS WAS A YEAR LATER BUT MONTHS LATER AND NOTHING FOR THEIR PRODUCT RIPPING OUT. IT WOULD BE NICE IF WE COULD GET SOME KIND OF COMPENSATION FOR SPENDING SO MUCH MONEY FOR SUCH A SHORT **** OF THESE CLEATS. NEEDLESS TO SAY,I'M DONE WITH ADIDAS.Business Response
Date: 10/06/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with these cleats. Please provide the receipt or the case number where you have already submitted where we can view the receipt.
As long as the receipt is within the last 6 months, we can approve your warranty claim.
We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.
Sincerely,
Consumer Relations
Adidas AmericaCustomer Answer
Date: 10/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Customer Answer
Date: 02/13/2023
Adidas has done nothing for me. I thought they were supposed to be sending me a gift card or refunding the amount for the cleats that I bought.
Business Response
Date: 02/17/2023
Hello ***,
Thank you for following up with us about your complaint. We are unable to process the claim as the information we requested for in our previous response was not supplied. Please provide a photo of the receipt or a case number where you have already submitted a receipt through one of our agents. We will need the receipt to process this for you.
As long as the receipt is within the last 6 months, we can approve your warranty claim.Best,
adidas
Consumer Relations
Customer Answer
Date: 02/23/2023
Complaint: 18138196
I am rejecting this response because: I don't even think that they have said what they will do for me. Here are some new pictures. Case number is 18138196
Sincerely,
*********************Customer Answer
Date: 03/01/2023
Here are 2 pictures of the receipt.Customer Answer
Date: 03/06/2023
Hi,
I sent a separate email with pictures. The past few times I could never get the photos to send with my email and then I could never get back a hold of you. I sent the receipt and other photos to you.
Thank you,
***
Business Response
Date: 03/14/2023
We are not seeing any proof of purchase or case number in which you spoke with our customer service agents. The images provided are an image of the defect and the manufacture tag which is worn down to where we cannot read the article or manufacture date. Without proof of purchase which shows the purchase date, article number and amount paid, we cannot approve a warranty claim. We know you need to get back out on the pitch and are in need of new cleats and so we have emailed you privately a voucher.
Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 03/17/2023
Complaint: 18138196
I am rejecting this response because: I am sending new pictures of the inside of the cleats with the number and more of the receipt and case number. Adidas case number is Case Number:57302068,
ref:_00D20mJS8._5003X2jy36f:ref I have tried to attach 4 new photos of what adidas wants. I have had trouble sending photos. I hope this works. Thank you.
Sincerely,
*********************Business Response
Date: 03/23/2023
Thank you for providing proof of purchase, we will have your claim approved and a gift card issued.
Sincerely,
Consumer RelationsAdidas America
Customer Answer
Date: 03/28/2023
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:09/27/2022
Type:Product IssuesStatus: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.
Order Number: AD144649333, Yeezy Boost 380; I purchased the shoe on the website on 9/20/22 for $253.86 in a size 6.5, I received a size 6.0 on 9/22/22. I called customer service to inform and try to get issues rectified but was told the shoes were non refundable or exchangeable but she would issue a return label and 30% voucher for the package being shipped poorly and wrong size being shipped but I would either have to repurchase the shoe to get the right size and wait between **** days for the initial shoe to be inspected and a refund issued to the original form that the shoe was purchased from.I went onto the website and read in bold letters that the shoe is refundable up to 7 days from date of delivery, nothing on the website says no exchanges, even my receipt via my email has an exchange tab to initiate an exchange so I am confused and disappointed to say the least.I am told I have to spend another almost $300 in less than a week to ensure that I get the desired size of a shoe that is highly sought after, by the way to fix a company mistake and wait for a refund almost a month down the road in the meantime who is to say that Adidass dont send out the wrong size again!Please assist me with this matter it is a mess and shame custard being treated this way.Business Response
Date: 10/03/2022
Thank you for contacting?Adidas?through the Better Business Bureau. We looked into this order and it was originally placed for a size 6 and that is what we sent. We attached a screenshot of your order summary (without our personal details other than your name) in order to show this.
Yeezy items or released in specific quantities and are ineligible for exchanges. We can see that you opened a return, please be aware that you have 7 days from the date of delivery for Yeezy order returns.
Sincerely,?
Consumer Relations?
Adidas America?Initial Complaint
Date:09/26/2022
Type:Service or Repair IssuesStatus: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 YEEZY 350s for $230 on 9/6/22 they were supposedly delivered. I never received the package. I immediately called Adidas who provided me with a case number (********) and told me they would be in contact with me. After a few days I called again I was told I needed to speak with ****** So I called ***** received case number 6-80809045 and was told they were waiting for adidas to respond about their case findings. It has now been 3 weeks and no one has communicated to me. I am extremely frustrated as a loyal adidas member and customer. On 9/26/22 I called ********************** again for an update they had no update for me. At this time I requested a refund and the customer service representative told me she was unable to do so. I requested a supervisor, when speaking with supervisor ***** (who was unable to provide me with an employee ID number or something to reference her in my complaint) she stated I had to wait for an update due to the claims division being back logged. I never received my package. ***** marked it as delivered it was not properly delivered. I am exhausted with the run around. What can I do in regards to a refund.Business Response
Date: 10/03/2022
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 recently delivered package. We received an update from ***** regarding claim number C-83071900.Due to the delivery confirmation and completion of their investigation, ***** has declined your claim. 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?
Adidas America?Initial Complaint
Date:09/24/2022
Type:Order IssuesStatus: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.
Adidas is the most unprofessional company to exist.I returned a pair of shoes, purchases directly from them that blew out in the back and started hurting.They said send them in and we can replace them. So I did. I waited and promptly send them back, when they arrived i called only to be told they can't replace them, and can only credit me. I also had to wait 20 days from that date (Sept 2nd) to recieve the credit only to find that shoe out of stock. Forced to purchase a different model, I checked out and chose free shipping putting my adress in.Instead, I got an email shortly after stating the shoes were being sent to a store, in glendale ******* 5 hours from me. They couldn't guarantee a date or time frame, and refused to cancel. 6 times I asked for a supervisor on different calls totaling nearly 8 hours as I need this shoe promptly, I was told they'd call me back, this was 3 days ago. I've exhausted my ability and am absolutely appalled they can't even reach out with a care in the world about the customer because they already got their payment.So wrong.Business Response
Date: 10/03/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team.
Once an order is placed, we do not have the ability to change details about the order including the shipping method. We just want to make sure that you would like the in store order cancelled and not fulfilled. We understand that the store is far from you and don't want to inconvenience you any further. Please respond to this complaint saying whether you would like the order cancelled, refunded, and potentially reorder the item OR if you would like the item to try to be fulfilled at the store location.
Sincerely,
Consumer Relations
Adidas AmericaInitial Complaint
Date:09/24/2022
Type:Delivery IssuesStatus: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 returned order number AD136387828 on 7.21.22 they said I would be refunded within 14 business days its been 2 months and never got refunded. Tracking Number: ************Business Response
Date: 10/03/2022
Thank you for contacting?Adidas?through the Better Business Bureau. We are sorry to hear about the delay in processing a refund for your return.
Due to the high dollar value of your order, we have sent the order details to our returns team for assistance. They informed us the items received did not match those on the return label and are unable to issue a refund. Should you need a new return label to send back the correct items, we would be happy to assist.?
Sincerely,?
Consumer Relations?
Adidas America?
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