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

1,464 total complaints in the last 3 years.
547 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:09/14/2022
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.
My husband purchased 2 pairs of Adidas in July 2022! The first pair was Ultra Boost 22 female tennis shoes. Then my husband purchased another pair of . We returned the Ultra Boost 22. When I called to check to see where our refund was, they refunded us for my husbands shoes, TERREX Voyager 21, which considerably much cheaper than the Ultra Boost 22. The Ultra Boost 22 were $142.47.TERREX Voyager 21 were $49.00 I called back again to explain this to customer service & after 3 tries, they figured out the error. I was told since we received the $49 refund that they would refund us the remainder owed. $142.47 - $49.00= $93.47! That refund was done on 7/21/22! I have called 1-2xs per week since then and have waited on hold up to 2 hours 37 minutes for someone to respond to me. We were told just yesterday that Adidass is having a glitch submitting the refund and that it doesnt go through. We have a case# ******** I have asked several times to speak to a manager and have been told, they arent available or that they just relayed to me what the manager said! They have had the Ultra Boost 22 since 8/4/22 @ 10:24am. Yet we are still waiting for our refund. Very poor customer service! Wait times to reach a person is insane & disrespectful to the consumer. We just want our money refunded.
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:09/14/2022
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.
I placed order AD139060101 on July 30th, 2022. The shoes did not fit properly, so I returned them. Twenty-one working days after reaching the warehouse (which is bad enough in itself considering the shoes were still in pristine condition) I received a refund in the form of an online adidas gift card. I then used the gift card to place a new order for a different pair of shoes, order AD143331214. I received an email confirmation with an expected ship date, however, when the shoes did not arrive I tried to check the status and found that the order appeared to not exist. I called customer service (3 times) and finally found that they had canceled my order without telling me and for no reason that anyone can give me, and put a hold on my gift card. They said it was for 5 days--it is now day 6 and it still does not work. This is $142.31 that I cannot use, that they have essentially stolen from me, and I have no new shoes over a month after ordering the original pair. At this point, I just want my $142.31 back--adidas has absolutely stolen from me and I am beyond frustrated with the entire ordeal.
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 our customer service team and to hear there has been a delay in processing the refund for your recent order.
We are showing that the gift card in question, was used on order AD143836576 on 9/15/2022. Please let us know if you need further assistance.
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:09/13/2022
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.
Item was purchased on 9/2/2022 and was given the wrong item online. I immediately called adidas within a minute and was told by customer service that the item was canceled right then while we was on the phone. I called back because I never received a cancellation confirmation by email and I was told by a lady that the item was canceled and the shipping date for 9/09/2022 was canceled as well. So I still never received my money back nor the cancellation confirmation. I called back and was told the order was never canceled and the was waiting on the shoe inspection. I explained to the lady I never received the shoes at all and she stated well she didnt know what happen. So the shoes was stuck in lingo as if I sent the shoes back but I never received them. This is theft adidas. A customer should never have to go through hoops about a purchase they never received, and when you call and speak to someone nobody knows the proper thing to do but tell the customers it can take 21 days for you to receive a refund. So on 09/13/2022 at 12:01 am I received and email stating the shoe is being shipped out. This is fraud and shady and I want my money back to my account. Adidas never give a cancel confirmation up front they tell you to wait on an email so they can lie and give you the run arounds about your refund. This not only happen to me but alot of people. This is sorry and sad coming from a big company. So now someone change the date for 9/16/2022 for the shoes to be delivered and when called nobody knows..SORRY COMPANY
Business Response
Date: 09/27/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience.
We can see that your shoes arrived at our warehouse on 9/21/2022. It is currently going under the inspection window, it can take up to 21 business days for this to be completed based on return and exchange volumes. This is listed on our website here: https://www.adidas.com/us/returns. It says,
"How quickly will my return be processed?
We will process your return within 21 business days from the time it is received to our warehouse. Please allow up to 21 business days for your refund to post to your account once your return has been processed by our warehouse."
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:09/13/2022
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.
I placed an order with adidas on the confirmed app on Yeezy day august 2, 2022. Order AD139439505 was delivered on Tuesday august 9, however ***** only delivered me an empty and opened box. I filed a report with ***** immediately and with adidas, I was told I had to wait 14 days for an investigation for ***** to confirmed what happened to my package. I called on august 24, a day after the 14 days because I had yet to receive any email or call regarding the situation. Once speaking to an Adidas representative they told me they spoke with ***** who confirmed it was a mishandling of shipment on their end, investigation was done. I was told then that I would receive a call or an email once adidas got the check from *****, I once again took their word for it and waited. Today is September 13 and almost 3 weeks have gone by since I last called and got an update, no one has sent me an email, a call, I still havent received my money or any type of compensation. I called again today and again after waiting over an hour to get through to someone, I was given the same run around. They did not have any new information, they were trying to transfer me to ***** but I wanted to continue speaking to adidas who was the business I made my purchase from and when I asked to speak to someone else higher up that can assist me with being compensated, I was transferred to an extension that did not exist and was hung up on. Extremely frustrated and disappointed that Adidas is treating me this way.
Business Response
Date: 09/22/2022
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 9/13/2022, 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: 09/27/2022

Complaint: 18019071

I am rejecting this response because: I was treated extremely poorly by the customer service representatives that I spoke with. I was refused any form of compensation for having to wait over a month for my refund. They took my money right away and have done nothing to make me feel respected as a customer when I spent my hard earned money with them. I feel like they do not care

Sincerely,

*************************
Initial Complaint
Date:09/13/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pair of shoes for almost $300. My package was stolen and adidas refused to return my money. I have filed a police report and everything, and I still cannot receive a refund. These sneakers were purchased over 2 months ago
Business Response
Date: 09/20/2022
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.
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:09/12/2022
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.
The Adidas order AD143253709 has never arrived. ***** tracking number ************ shows the order was delivered but ***** was unable to locate the order (***** case ID *********** and advised Adidas. I tried calling Adidas twice but after waiting for over 2 hours each time, the line was cut off. I am requesting that Adidas cancels the order and refund the money.
Business Response
Date: 09/23/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear you have had trouble finding your recently delivered package. We have refunded your order.

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.
Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:09/12/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned an online order through the mail. Adidas received the return and claims to have processed the refund in July. I have reached out six times and am always told it is being taken care of. I still do not have my refund.
Business Response
Date: 09/21/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team and to hear there has been a delay in processing the refund for your recent order.

We can see a refund was issued on 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:09/10/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Adidas case number ******** This is my case number Adidas case number ********. I placed an order of nearly $500 back in July. It is unimaginable that I have yet to receive my full order or a refund. *** spent multiple days on hold for upwards of over an hour, I have sent emails, all to no avail. I should not have to chase Adidas for something that should have been a simple shopping experience. Order number AD139552248. My order was broken up into 3 separate packages/deliveries. 2 from ****** which arrived without incident and the largest of the 3, allegedly delivered by lasership, which I never received. I submitted a case with lasership whom ultimately advised to take my request to Adidas. What is false, in Lasership delivery notes it states left in front of home. That is impossible. I live in a building. All curriers are to sign in with concierge, there was no log of any such deliver. Furthermore, my office manager ran back the surveillance of the delivery room to positively confirm there was no such deliver. My property management is willing to cooperate to the fullest extent. If I am not refunded I will take whatever necessary legal action, as well as file a complaint to my financial institute that Adidas is charging for something never delivered. This has been a nightmare. All I tried to do was purchase gifts for myself during my birthday and my nephew for his birthday. Now I am out on the money I sent and I am having tons of aggravation trying to correct an issue that should be done by Adidas. Please provide solution immediately. I may be reached at ********** or *********************
Business Response
Date: 09/19/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team and to hear there has been a delay in processing the refund for your recent order.

We can see a refund was issued on 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
Customer Answer
Date: 09/22/2022

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. In addition, I thank the BBB.

Sincerely,

******** *****
Initial Complaint
Date:09/09/2022
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 made a purchase online order #AD137753077. They sent me wrong items(three pairs of shoes) and I returned the shoes as they requested with tracking number ***** **********. It showed the warehouse has received the returned packages and they authorized refund on 7/26/2022. The website showed 'the transfer takes 3 working days', but I have never received the refund. I called their customer service twice and the agents told me they would make a note on my case but they could not process the refund right now. They told me the refund should at most take 21 business days. It is unacceptable that my order was sent wrongly by their fault, and caused so many inconvenience to my life, but I am still missing my refund.
Business Response
Date: 09/20/2022
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
Customer Answer
Date: 09/23/2022

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:09/09/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order, Order # AD141675925, for 4 pairs of shoes on 8/24/22. I received the package a day late and the package had Reebok shoes, essentially the order was 100% incorrect. I called Adidas to advise of the issue and spent hours waiting over the 6 times I have called. The first time I spoke to an agent he attempted to assist and get a hold of the supervisor. The agent advised that 2 of the shoes, that I rightfully bought and should be in my possession, are no longer in stock and there isnt a way I can get those shoes. He also advised that 2 of the shoes I had ordered are in stock however. I advised I wanted the entire scenario fixed and that the shoes being out of stock should have never affected me as they were in stock when I ordered. After many holds, refreshing and lack of finding any supervisor, the agent came back on the line and advised he cannot be on the line anymore and will hang up. He then disconnected the call. I immediately called back and spoke to another agent who followed the same process and came back on the line to tell me she will hang up the line after a hold of no more than 10 minutes. I have called multiple other times and Every time I have called adidas this has been the same issue, no supervisor available, constantly being placed on the call back list which has a 48 hour call back window. It has been 7 days (168 hours) and I still have not received a call back. I have advised each agent of the following:- I am willing to return the shoes that are incorrect - I am wanting all of the shoes I rightfully ordered - I am wanting a complete and full refund due to the wrong package, lack of in stock shoes after I ordered everything that was in stock, agents disconnecting the line on me, no supervisor being available This has been a dreadful experience of no fulfilling assistance being available, long treacherous holds and agents disconnecting the line while yet each time my issue had not been resolved.
Business Response
Date: 09/19/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with this order. We do not have the ability to reship these items.
Can you please clarify which item or if all the items are going to be returned? We will re-issue a return label for the items to be sent back to us for a processing of a refund.
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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