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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:09/23/2022

      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.
      I placed an order with Adidas (order#AD902906493) on September 3rd 2022 and was charged a total of $233.45. My order was shipped by Adidas using ***** (Tracking #************). ***** on the other hand was to deliver my package on September 7th 2022 but the order remained pending for many days. I contacted ***** on the 8th, 9th, 12th, 13th of September inquiring about my package and I spoke to someone by the name of ***** @ *************** from the distribution center. ***** stated that he checked everywhere and every parked van and could not locate my package. He also stated that he contacted the driver's manager (*****) and was told that the driver does not remember my package. At the 5th day of this mess (13th of September) when my package was still showing pending; someone at ***** manually went in the system and flipped the order to delivered on September 7th 2022 at 11:59 pm (basically midnight). This was incorrect and when I called ***** back, I spoke to ****** at the distribution center and she stated that she over-rided the delivery in their system to show that it was lost by ***** since the package actually was never delivered. I contact Adidas today requesting an update on my case (#********) claim (#********). The agent I first spoke with stated that ***** denied the claim and I called ***** on another phone (on speaker) and ****** (from *****) confirmed while the agent from Adidas was listening, that the package was in fact NEVER delivered. I asked the Adidas agent to please transfer me to a supervisor. I was transferred to a "Ruby ** and explained what is going on thinking that she would understand and try to help resolve this matter but her customer service was horrific. She said I will not be getting a refund and there's nothing she can do or even transfer me to her manager. I asked for her full name and she denied providing the information and wouldn't even give me an extension nor anything providing who she is. This has been a horrible experience!!!

      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 and to hear there has been a delay in processing the refund for your recent order.  

      We can see a refund was issued on 9/27/2022, 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: 10/05/2022

       
      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:09/22/2022

      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 purchased a pair of golf shoes said to be waterproof and have a waterproof warranty. They were clearly defective as my feet were soaked after 3 holes one day. Adidas claims to have a 6 month warranty from date of purchase.... after over 4 hours spent trying to track down a receipt and on the phone with Adidas **************** I was able to get an emailed receipt from Golf Galaxy courtesy of Dicks sporting goods (the parent company). Then the Adidas **************** people stated the receipt wasn't formatted properly and would only accept the original receipt. I bent backward to get the receipt sent directly from the merchant that showed date purchased, store location, store name, store number, date of purchase, item purchased, and price. This is a blatant attempt to not honor the warranty they have given to their product and in all honest is quite disappointing given all the information I've provided.

      Business Response

      Date: 10/05/2022

      Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with your shoes. These shoes are waterproof on the upper only. If you look at our website for this item it says "The waterproof upper keeps your feet dry on damp fairways so you leave the last green ready for your day." 

      We are making a one time courtesy for this warranty claim. We emailed your gift card to the email address provided with this claim on 10/5/2022. 

      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: 10/07/2022

       
      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:09/22/2022

      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.
      I ordered a pair of shoes and a package of socks. The socks were delivered but not the shoes. I have a picture of the package that Federal Express took. They said they received only one package. Adidas said my shoes were delivered. Order #AD143435722. I paid $180.00 for the order. I did not receive the shoes and Adidas keeps avoiding my calls. I need help either getting the shoes or my money back. Thank you

      Business Response

      Date: 09/29/2022

      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 9/26/2022, 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: 09/30/2022

      Adidas has refunded me my money on 9/26/22  Thank you for your help.  My problem has been solved.  ************************* BBB #********

    • Initial Complaint

      Date:09/21/2022

      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 purchased sneakers at adidas.com on July 4, 2022 .I returned the sneakers at local adidas store on July 22, 2022 . Adidas policy require the store to ship returned products to the warehouse . After receiving sneakers at the warehouse I was told they will return money to my credit card. The warehouse received sneakers on July 25, I have confirmation. On July 25,2022 I received an email from adidas.com that stated : return completed, you will be refunded $144.47 , the transfer takes 14 working day. I didnt get any refund. I called customer service after 15 working days on August 12, 2022. I was informed that it was a technical error on their end and they will issue my refund within additional 14 working days. I received an email on the same day with my case number ******** from ******* from customer service. On August 15, 2022 I spoke with adidas.com manager , who stated she will follow up my case and will make sure I will receive my refund. After additional 15 working days went by I called adidas customer service again. Customer service representative said that she only can send a message to her supervisor, she cannot issue me refund. I asked to speak to a manager. I was told manager was not available, and she will call me back later. Its three week later and I have not received my refund and no one has contacted me. Since July 22, 2022 I have no sneakers and no refund. And today is September 21, 2022. They hold my money for two month. I have all emails, confirmations of return saved.

      Business Response

      Date: 09/29/2022

      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 9/29/2022, 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: 10/07/2022

       
      Better Business Bureau:

      Thank you so much for your assistance with this matter. Because of your efforts I finally received my refund.

      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:09/21/2022

      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.
      Adidas.com is selling "authentic" player jerseys for both clubs and national teams that use numbers/names in a font that is not the official font. They are the official makers of the jerseys, so a customer should assume that "authentic" means authentic. **************** claims that player jerseys are "personalized" and therefore non-returnable.They have been doing this since sometime in 2021 and have not called it out in the product descriptions.The product is not an "authentic" player jersey and therefore not the product that was described. I should be able to return a product that is not as described, even if it is customized.

      Business Response

      Date: 10/03/2022

      Thank you for contacting Adidas through the Better Business Bureau. We can assure you that your jersey was authentic. We will follow up with the correct teams and provide your feedback. 

      We cannot provide a refund due to the fact that no mistakes were made in producing the the jersey and our personalized item return policy. 

      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:09/21/2022

      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 ordered from the Adidas Confirmed app three times last month alone. I received two out of the three items I ordered. Order AD902790759 stated it was delivered; however, I did not receive the package. I went on the Adidas website to see how to find out the most ideal way to go about this issue. Their website recommended that I contact the courier. I reached out to ****** I explained the problem, as I was home when the delivery driver came to my door twice. I asked why would the driver need to come to my door twice? The ***** manager explained that the delivery driver left the device to take an image of the package, but the package was not outside when I went to check. According to Adidas, ***** denied my claim. When I spoke to them yesterday, I asked to speak to someone else regarding my issue and they asked for a good callback number as they were too busy while I was on the line. In the screenshot of my August orders, you can see that the price ranges are different. I could see if I was saying the $300 package wasnt received. That would be way more concerning! If I received the package, I wouldnt waste my time going through all these avenues for a logical solution!!!!

      Business Response

      Date: 09/28/2022

      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 8/31/2022. We are making a one time appeasement and providing a refund for this order. The refund was processed on 9/28/2022, please allow 2-3 days for processing. 

      For future shipments, we encourage you to register for ***** Delivery Manager . ***** Delivery Manager is a solution that gives residential package recipients more control over their deliveries, and allows them to receive alerts, request a hold for pickup at a convenient location, sign for packages online, provide delivery instructions, and request a vacation hold. Learn more at fedex.com/delivery. 
       
      We regret any inconvenience this issue has caused.? 

      Sincerely,? 
      Consumer Relations? 
      Adidas America?

    • Initial Complaint

      Date:09/20/2022

      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 won a pair of yeezy 700 via the adidas confirmed app on yeezy day August 2nd 2022. I received tracking a few days later and got a marked delivered message from ***** August 10th, 2022. It says the package was delivered 5:********** time. I have received no package this is my first ever win on their app and I was ecstatic. I waited two days after before I made contact because Ive had packages from ***** show up a day or two later but now more than a month has passed and theres nothing. I filed a claim with my bank after contacting adidas and being hung up on. Just received a letter from my bank stating they denied my claim. Contacting adidas and ***** again both are claiming the only proof is a *** that is just words no actual proof of any delivery. *** spoken very professionally with both parties trying to come to an agreement and both deny any wrong doing. Adidas will not refund me and ***** will not give me anymore info for my new claim other than the *** I already have on file. I even won another item a week after and received that no issues. Id like my $276.90 back. Thats not a small amount for an item I didnt receive. I will no longer be doing business with Adidas if something isnt done I feel betrayed. Thank you.

      Business Response

      Date: 09/29/2022

      Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear that you have a potential missing package. 
       
      Fedex determined the package with tracking number ************ was delivered to the requested location on 8/10/2022. As a one time courtesy, we have refunded this order on 9/29/2022. 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 apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan. 

      Sincerely, 
      Consumer Relations 
      Adidas America 

    • Initial Complaint

      Date:09/20/2022

      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.
      Purchased a pair of shoes from Adidas on 7/2/2022 for $106.40 plus $6.38 in sales tax (sales tax was subsequently refunded but that's besides the point) Order #AD136299599. the shoes didn't fit so I sent them back 7/8/2022 requesting a size exchange. After waiting over a month and getting no indication my exchange order had shipped I had them cancel the exchange and start a refund 8/5/2022. They have confirmed they have my original package in their possession yet I still have not received my refund. Their customer service is incredibly hard to get a hold of and they will not give me any good reason why I have had to wait for so long to get my money back.

      Business Response

      Date: 09/28/2022

      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 9/21/2022, 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 

    • Initial Complaint

      Date:09/20/2022

      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.
      Adidas owe me a refund since end of July order #AD137036703 and as of this complaint money still havent been refunded. Talked to many people on different days including supervisor of ****** who says Adidas made an error and refund should be issued in a few days, that was last on 09/08. Today spoke with ****** who says will put me on a list for a return call from a supervisor. Told her been on that list with no follow up call. Asked for corporates office # and said could not give out that info. Adidas customer service not helpful at all with getting this issue resolved. Just acknowledging owe me refund but will not issue. Thank you for your help-***************************

      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 and to hear there has been a delay in processing the refund for your recent order.  

      We can see a refund was issued on 9/30/2022, 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: 10/06/2022

       
      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,

      K *************************

    • Initial Complaint

      Date:09/19/2022

      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 ordered 16 jerseys that were supposed to be personalized with names/numbers on the back from Adidas on 7/28. When I received the shipment, 1 jersey was missing and the rest did not come personalized. All I wanted was to return the products that were incorrectly sent. I contacted Adidas on 8/8 when the order was delivered and they said they would get back to me with a resolution within 24 hours. When they did not get back to me, I contacted them 2 days later and they said it would be another 3-5 days for a resolution. Again I heard nothing and I contacted them again on 8/20, 9/1, 9/6, 9/12, 9/19 and every time they said they were waiting on another department, but had heard nothing and could give me absolutely no time frame on when or if they would have a resolution. The case number is ******** (order #AD138963840).

      Business Response

      Date: 09/28/2022

      Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team and your personalized items. Can you please provide pictures of the packs of the jersey's? The pictures in the case you submitted don't include the personalized aspect of the items. 

      We sincerely apologize for the inconvenience you experienced with this order and we are going to work with you to find the best solution for you. 

      Sincerely, 
      Consumer Relations 
      Adidas America 

      Customer Answer

      Date: 10/03/2022

       
      Complaint: 18046680

      I am rejecting this response because: I have already sent these pictures that show the personalization was not added to your customer service agents and have heard nothing for over 2 months. I followed up several times and I still do not have a resolution.

      Sincerely,

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

      Business Response

      Date: 10/05/2022

      Thank you for providing these pictures. We will use them to follow up with the warehouse that your items were shipped out of in order to prevent this from happening again. We had a label emailed to you on 10/5/2022, please send the items back to us with that label as soon as you are able.  

      We provided a full refund for this order on 10/5/2022, please allow 2-3 business days for processing. 


      We sincerely apologize for the inconvenience and not providing product that met your standards.

      Sincerely, 
      Consumer Relations 
      Adidas America 

    Adidas North America is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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