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:09/19/2022
Type:Delivery 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.
They claim they delivered my order. $140. Sneakers. It was never delivered. *** tried several times to reach customer service and after 45 min on hold they hang up on you. Their customer service chat freezes up and kicks you out. There is no recourse. They have stolen from me. Their delivery service says they delivered the package on a Sunday and show a signature that is not mine. They do not answer. This is a scam and there are many others reporting the same thing online.
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 9/19/2022, 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
Initial Complaint
Date:09/19/2022
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.
9/2/2022 I order 5ea 3-pair packs of socks, they deliver 4ea pair. It's been **************************************** the customer service chat says no agents available, and the phone has me on hold for hours, I either need my socks or a refund 2 weeks is long enough to wait on pair of socks I didn't order a rocket engine.
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 9/19/2022, 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
Initial Complaint
Date:09/19/2022
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 purchased a pair of shoes from Adidas on August 23, 2022/Oder #AD141542995. When I received them on August 31st, they were damaged as if someone had removed the insoles and replaced them. One shoe also has a light stain. I contacted Adidas same day to file a complaint and request a return label, which was sent to me along with a 30% voucher to go toward another pair. I immediately sent the shoes back via ***** next day. Adidas received the shoes on September 7, 2022. I contacted customer service several thunders only to be told the warehouse received them and a refund should be processed soon. To date, I have not heard back from Adidas regarding my refund. This is a bad business practice! I would like to receive my refund immediately. It should not take weeks to receive my money back from such a big name business.
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
Customer Answer
Date: 10/03/2022

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:09/19/2022
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 bought a pair of shoes from the Adidas website on July 04th, 2022. However, it was unfit when it arrived on July 07th, 2022. I decided to ask for a replacement. After I submitted the request for replacement on the same day that I received it. One day later, on July 8th, I took the shoe in the original box to a ***** location near me for shipment. On July 20th, 2022, I got the shipment update from ***** indicating that the package was delivered. However, Adidas didn't send me the replaced shoes for almost one month. On July 30th, I contacted customer support and asked about my replacement. After negotiating via email, I decided to change the replacement to a refund, as I didn't receive anything from them. Later, I found that I didn't receive a refund from Adidas. After contacting the Adidas customer support team again, they told me that they didn't receive the package and asked me for shipment details. I sent back the tracking number and tracking history from *****. However, I didn't receive anything helpful from them but endless requests for further information about shipping details. I've sent them multiple emails in the last two months and talked with different employees. I still haven't received my refund. The attachment shows all the emails I received from them and all the tracking information. As a loyal customer of **********************, I've purchased many products in recent years, but I am so disappointed with Adidas this time. What I saw was an extremely unprofessional customer support team. I don't understand what else I can provide to prove I sent the package with shoes in it. If they didn't receive the package, they should contact ***** instead of me. For almost two months of communication, I'm so tired. I cannot believe why a simple refund process is so complex. I have waited so long for the refund.
Business Response
Date: 09/27/2022
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
Initial Complaint
Date:09/17/2022
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.
On 8/2/22, my 16 yr old son used my credit card for what he thought was to confirm address for entry into a "free lottery" for Adidas shoes. IMMEDIATELY after reviewing his "lottery entry" resulted in the purchase of $228.64 that he was not authorized to make, I called Adidas **************** *************) to explain that this minor was not permitted to make this purchase, and I as the card holder was cancelling the unauthorized order. I spent 35 minutes only to be told that the "system is down" and I would need to call back the next day 8/3/22 to "cancel my order". I believed the claim that the "system was down" and agreed to call on 8/3 as advised. When I called on 8/3, I was abhorred when the representative advised me that the 24 hour cancellation window had passed and there was no record of system outage on 8/2, The representative did agree to attempt to cancel my order and advised me that if her efforts to cancel were unsuccessful, I could return them via mail once received. I called Adidas later on the same day (8/3) to confirm the status of my cancellation, and after 35 minutes of futile exchanges with a supervisor, I asked to speak with the next level of leadership and was advised that he was the highest-ranking employee available. In total, I spent 90 minutes on these calls without resolution. I was, however, relieved when we did not receive a package from Adidas.Only upon discovering the charge on my credit card did I seek help from my bank who advised me that the charge was technically fraudulent as my 16 yr old was not authorized to make any purchase. Upon further investigation, my bank received a response from ***** indicating that "item was delivered to home". THIS PACKAGE WAS NOT RECIEVED! Moreover, the charge to my credit card was entered on 8/4/22, more than 48 hours after my first contact. I am including call log screenshot and credit card charge with charge highlighted.
Business Response
Date: 09/27/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with this order. We were unable to find any orders from the information you provided. Can you please provide your order number for further support?
Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 10/07/2022
On 8/2/22, my 16 year old son used my credit card for what he thought was a sneaker lottery where the winning entrants are given the opportunity to purchase sneakers. Immediately after seeing my credit card alert for an unauthorized charge in the amount of $228.64, I called Adidas **************** *************) to explain that this minor was not permitted to make this purchase, and I as the card holder was cancelling the unauthorized order. I was told that whiled I could cancel the order, "system was overloaded and not responding" and that I would need to call back the next day 8/3/22 to "cancel my order". I called on 8/3/22 and abhorred when the representative advised me that the 24 hour cancellation window had passed. I called Adidas later on the same day (8/3) to confirm the status of my cancellation, and after 35 minutes of futile exchanges with a supervisor, I asked to speak with the next level of leadership and was advised that there was no next level and that he was the highest-ranking employee available. In total, I spent 90 minutes on these calls without resolution. After Adidas refused to provide a fair resolution, I contacted my bank regarding the unauthorized charge. The bank opened a dispute and advised me to cancel the card because the charge was technically fraudulent as my 16 yr old was not authorized to make a purchase (the same thing I told Adidas on 8/2/22). Upon discovering the charge on my credit card, I contacted the bank who advised me that Adidas indicated that "item was delivered to home". THIS PACKAGE WAS NOT RECIEVED! Moreover, the charge to my credit card was entered on 8/4/22, more than 48 hours after my first contact. I am including call log screenshot and credit card charge highlighted. I do not have an order number or any other records except the artifacts I've uploaded. I'm filing a claim against Adidas for an unauthorized charge. Adidas, upon learning of the unauthorized charge on the same day - did nothing.
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 this order. We were unable to find any orders from the information you provided. Can you please provide your order number for further support?
Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 10/20/2022

Complaint: 18040638

I am rejecting this response because:
On 8/2/22, my 16 year old son used my credit card for what he thought was to confirm address for entry into a "free lottery" for Adidas shoes. IMMEDIATELY after reviewing his "lottery entry" resulted in the purchase of $228.64 that he was not authorized to make, I called Adidas **************** *************) to explain that this minor was not permitted to make this purchase, and I as the card holder was cancelling the unauthorized order. I spent 35 minutes only to be told that the "system is down" and I would need to call back the next day 8/3/22 to "cancel my order". I believed the claim that the "system was down" and agreed to call on 8/3/22 as advised. When I called on 8/3/22, I was abhorred when the representative advised me that the 24 hour cancellation window had passed and there was no record of system outage on 8/2/22, the representative did agree to attempt to cancel my order and advised me that if her efforts to cancel were unsuccessful, I could return them via mail once received. I called Adidas later on the same day (8/3) to confirm the status of my cancellation, and after 35 minutes of futile exchanges with a supervisor, I asked to speak with the next level of leadership and was advised that he was the highest-ranking employee available. In total, I spent 90 minutes on these calls without resolution. I was, however, relieved when we did not receive a package from Adidas. Only upon discovering the charge on my credit card did I seek help from my bank who advised me that the charge was technically fraudulent as my 16 yr old was not authorized to make any purchase. Upon further investigation, my bank received a response from Adidas indicating that "item was delivered to home". THIS PACKAGE WAS NOT RECIEVED! Moreover, the charge to my credit card was entered on 8/4/22, more than 48 hours after my first contact. I am including call log screenshot and credit card charge with charge highlighted.
I am attaching the phone logs showing my multiple conversations with Adidas. I do not have an "order number". I have a credit card statement reflecting an UNAUTHORIZED Adidas charge. We canceled this order immediately upon discovering that it was UNAUTHORIZED. Adidas was informed on this immediately. After Adidas failed to acknowledge and rectify, we reached out to the credit card company to inform them of the same. Adidas responded to the credit card company stating "merchandise was billed or shipped to your address". Once again, we did not receive merchandise - nor should we have. Adidas was made aware of the UNAUTHORIZED charge immediately and failed to take action.
Sincerely,

*******************************
Business Response
Date: 10/29/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau. When participating in a draw on the adidas confirmed app, you agree to the terms and conditions which state "Your registration in the draw means you agree to purchase the item if you win." As your son never fully left the draw, he was still eligible to win. Due to system limitations, we cannot cancel an order once it has been placed. In the event a customer no longer wants the item, a return for refund is the only option.
We've located the order in question and have issued a refund, please allow 2-3 business days for processing.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 11/04/2022
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:09/17/2022
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.
Made a purchase to pick up in store. Adidas switched the order without notifying me and changed it shipping. Now Im out of my money and dont have the items today as it was promised
Business Response
Date: 09/29/2022
Thank you for contacting Adidas through the Better Business Bureau. We are showing that the recent order you made for a pick up order was picked up on 9/20/2022. If you need help with a different order, please respond with the order number you are referring to.
We appreciate you being a loyal adidas fan.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:09/15/2022
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 purchased a number of items online o. Adidas.com Some of the clothing items didnt fit me and I requested a return. Adidas promptly started the return process and sent me an email with a ***** label. I packed everything, used the prepaid ***** label they provided, and deposited the package at a ***** drop box location near my house (at the ******* in Montclair, *******). After not receiving my refund, I decided to check the tracking number. For my surprised, the ***** tracking number said that that tracking didnt exist. I contacted *****, they told me I needed to check with adidas. I checked with adidas, they said its not their problem, I need to check with *****. I went to a ***** store and their employees said that adidas is likely lying to me and probably this package is already in their warehouse. They keep throwing this problem at each other, and as the consumer, i am left without my refund and not knowing what else to do. This has been super frustrating and appreciate your support in resolving this.
Business Response
Date: 09/27/2022
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: 10/04/2022

Complaint: 18033818

I am rejecting this response because:Adidas responded on 9/27 asking for 2-3 days to process the refund. It has passed more than 3 business days and no refund has been issued yet.

Sincerely,

*********************
Business Response
Date: 10/17/2022
We looked into this order. We saw that you filed a dispute on this purchase. Once the dispute is filed, adidas is not able to issue refunds. You will need to continue to work with your finical institution to resolve this issue.
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: 18033818

I am rejecting this response because: this doesnt seem right. I filed a dispute because as a consumer Im the weak link. *** tried multiple contacts with adidas and they refuse to refund me. Last month they said here the refund had been already issued, which clearly we know now that was a lie. Just do the right thing and refund what you owe me and then Ill withdraw the dispute. Also, Adidas seems to be taking action (or not taking action) just to buy time because I keep receiving updates from my bank that adidas has not responded to their request. So their answer here is really troublesome and shows lack of integrity from a company that I once trusted.

Sincerely,

*********************
Initial Complaint
Date:09/15/2022
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.
Date of Transanction:9-4-2022 Date of Returen: 9-9-2022 I placed the order on line when Adidas offered 30% off on Labor Day Weekend. When I placed the order Ultraboost 5.0 was EXCLUDED from the promotion. Total discount I got was $33.60($90 +$22= $112 and 30% of $112 is $33.60)When I received the order, my daughter didnt like the shoes and I thought it was too expensive so I returned it. When I returned it, Adidas only refunded me $168.86 instead of $190. What Adidas did was they didnt give me ANY DISCOUNT on the shoes but when I returned it, they prorated the discount on all items on my order. Discount I got for this order was ONLY $12.46 instead of $33.60 after I returned the shoes.I chatted with the customer service for two hours to get $22.40 back, but the rep understood what I meant, but NO REFUND was issued. He said the only way is to return the whole items and repurchase the Shin guards and Cleats with a 30% off coupon. My son already wore the shin guard and cleats and I could not return them. It is ridiculous how the ADIDAS system handles orders and it is not the right way to do it. I demand the ADIDAS pay me $22.40.
Business Response
Date: 09/26/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about the confusion around this refund. We reviewed your order and saw that the total discount amount was taken off all of the items.
We understand how this might be confusing given that you are correct, Ultraboosts are excluded from discounts. We attached a screenshot to confirm that right amount was refunded to you. We also verified that you were charged the total correct amount.
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:09/14/2022
Type:Sales and Advertising 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 am an adi **** member. I purchased a wireless head phone form this company for $60 on sale. In less than a week they had that same headphone at the same price with an extra 30% off in their website. I tried to repurchase at the cheaper price of $48, but when I tried to pay for it from my basket, the item was no longer available. I contacted Adidas about the issue but it was to no avail . I have contacted them twice and they refuse to issue me the difference. This is an unfair practice that this company uses online and they also use bait and switch and price gouching. than two day, they had the same item for sale at $100. They need to treat their valuable customers right. I need the. To issue .e the difference of the cost back to my credit card.$12 they owe me.
Business Response
Date: 09/26/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry but promotions cannot be provided to previous orders. This is outlined in the terms and conditions of our promotions and we cannot provide a price adjustment.
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

Complaint: 18027644

I am rejecting this response because:

Sincerely,
.
****** ***** They can adjust process. I will send their product back to them. Nothing is outlined in any policy. I need a copy of the policy
Business Response
Date: 10/05/2022
The promotion that you were attempting to use when you wanted to get the price adjustment is no longer active. However we have attached a screenshot of one our current promotions that states " Offer is only valid while supplies last. Offer cannot be combined with other offers. Offer is not valid on prior purchases."
We also verified that you were attempting to use the Labor Day sale and the terms of that sale were "Limited time offer valid September 2, 2022 12:01am PST through September 6, 2022 11:59pm PST at adidas.com/us and participating adidas Sport Performance and Originals Stores. Get 30% off full price and sale price products*. Discount will be applied online with promo code: SCOREBIG or applied at checkout in store. Offer is only valid while supplies last. Offer cannot be combined with other offers. Offer is not valid on prior purchases. Offer is not valid at adidas Employee Stores, adidas Factory Outlets, and Clearance stores.*Exclusions apply, including but not limited to: ******************* x adidas,Select Ultraboost, Pharrell x adidas, ******************* limited edition Originals, Select NMD, Select *******************, Select Superstar, Select adizero,Gift Cards and purchases on the Confirmed App. Valid on domestic U.S. orders only. adidas reserves the right to change terms and conditions, substitute offer of equal or greater value and end offer at any time without notice. Void where prohibited or restricted by law." These terms are on all of our promotions.
Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 10/07/2022

Complaint: 18027644

I am rejecting this response because: They just add that in thee, that has never been part of their program. I will send the item back for a complete refund

Sincerely,

****** *****
Initial Complaint
Date:09/14/2022
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 purchased SWIFT RUN SHOES for my son on Adidas website. A month into wear, the internal sole is all ripped and he cannot wear the shoes. I called Adidas customer service and sent them pictures. They refused to do anything and said it is normal wear and tear. Adidas shoes should last longer than one month.....when I asked to talk to the supervisor, they put me on hold for 15 min and then told me the supervisor was not available and handed up the phone.Adidas no longer stands for its quality or customer service.
Business Response
Date: 09/26/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with your shoes. We approved the warranty claim and sent a **** label to the email address provided with this complaint.
Please be advised that this label will expire within 7 days of 9/26/2022. One you mail in the items, they will go through our standard warranty process.
We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

Sincerely,
Consumer Relations
Adidas America

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Adidas North America is NOT a BBB Accredited Business.