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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

    • 1,464 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/08/2022

      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 sneakers from adiadas and never recieved package. I have cameras here on my property and saw fed ex never came to my house. Package was delivered wrong I confirmed today but since claim with fed ex was opened by adidas they need to reopen it and they do not want to.. all I want is either the sneakers I wanted or my money back.. they made me waste my day off to confirm that I never received the package. Fed ex Home delivery agreed they delivered the package to the wrong place

      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 that you have a potential missing package.

      Fedex determined the package with tracking number ************ was delivered to the requested location on 8/28/2022. We have made a one-time exception of a refund for this order. It was processed on 9/19/2022, please allow 2-3 business 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 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

       
      Complaint: 17937356

      I am rejecting this response because: the amount that was returned to me was not the correct amount!  The money returned was not the money for the order in argument. Fed Ex themselves confirmed the delivery was delivered to the wrong address as you can see in the *** I sent here.  Adidas is acting as if they are just doing me a favor and not that there was a mistake in the whole process. May it be from adidas or from Fed ex. My buisness was conducted with adidas hence the reason Im reaching out to them. Please double check everything and help me out. Ive been a long time customer. Very disappointed with this whole issue to be honest!!

      Sincerely,

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

      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 9/21/2022, 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:09/07/2022

      Type:Product 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 bought a pair of baseball cleats online July 6, 2022 for $74.20. On July 18, 2022 adidas.com refunded me the taxes of $4.20. I returned the shoes and they were processed on August 1, 2022. I did not receive my remaining refund of $70.00. On August 5th, I called and waited 45 mins to speak with customer service. The man I spoke to told me he could see the return and I should receive the refund within **** days. Called back on August 19th waited 45 mins again and spoke to a lady by the name of ***. There was no record in my account that I had called previously and she gave me a case# ******** and said it was all good and I should see my refund within **** business days. Still no refund. Called September 2nd waited 1 hour37 mins on hold with no one picking up. We called from my husbands phone and got someone from customer service in 10 mins. Spoke to a man he gave us the same thing, it is being processed and will see a refund within **** days. Asked if we could speak to a supervisor. Proceeded to tell us that he would put us on hold and if no one picked up within 10 mins he would get back on. No one picked up he took my husbands phone number and said someone would get back to us within ***** hours. It was Labor Day weekend waited until Tuesday Sept 6th. Called waited 1.5 hours for someone to pick up demanded that we wanted to speak with a supervisor or I was contacting you. Said we would hear back from someone by today and no one has called today. Im hoping you can point me in the next step I need to go in order to get my $70.00 back. I believe they now have my phone number and my husbands phone number flagged. Thank you and hope to hear back from you soon. **** and *************************.

      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 09/14/2022, 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:09/07/2022

      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.
      I purchased a pair of shoes from the company on Aug 2, 2022 the compnay uses Fed Ex to ship the shoes and the shoes never arrive to my home I called because they claimed that the shoes where delivered on 8/10/2022 and explain the situation. Adidas proceed to give me a claim number #******** and said they will do an investigation to call back in ***** days I did and they said they where waiting for fed ex to respond. A few days later I get a call from Fed ex and they ask questions and they proceed to tell me to contact adidas again when I call they tell me to wait another 5 more business days to call again, I called today to get my product or a refund and they will not provide a refund or the product. basically the the supervisor continued to say she was the only manager for the company and nobody will do anything to help.

      Business Response

      Date: 09/14/2022

      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 8/10/2022. Due to the confirmed delivery, Adidas cannot issue a refund for this order. If you have additional questions regarding shipping and delivery, please visit section 7 of our shipping limitations terms and conditions https://www.adidas.com/us/what-are-the-terms-and-conditions.html. 

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

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

      Sincerely, 
      Consumer Relations 
      Adidas America 

    • Initial Complaint

      Date:09/07/2022

      Type:Service or Repair 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 placed an order on November 2021 with Adidas. I purchased shoes, and around February-March 2022, I reached out to Adidas with a couple of concerns. They stated that I would be eligible to return the shoes under manufacturer warranty. Unfortunately, I never received additional details as to how a return would be conducted. The shoes are splitting where the toe seam is, and the tread did not wear well. Additionally, the shoes fabric is very loose and does not have a proper fit. I have placed a new order yesterday, after many failed attempts to reach customer care. I am looking for a refund of the order attached to this complaint.*Beyond calling, I have tried the chat, however, it continuously says no agent is available; try again later. I have attempted to send an email, but that leads to an error website from force.com even though I am signed in. I believe BBB is my last hope in getting connected with this company. I love Adidas, but they need to correct their contact availability.

      Business Response

      Date: 09/14/2022

      Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team and trying to get a warranty claim processed.

      We can see that you reached out in February this year regarding this order. The agent emailed you with the request for photos but it might have been delivered to your spam or gotten misdelivered. Either way, we apologize for the inconvenience. 

      We are going to follow up with you individually for resolution on this issue. 

      Sincerely, 
      Consumer Relations 
      Adidas America 

    • Initial Complaint

      Date:09/06/2022

      Type:Service or Repair 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 returned Adidas items in July 2022. Order no: AD136522578 Adidas confirms the return and told me the following on 9/25/22, however no refund and I keep getting the run around every time I contact them: Dear ********,Thank you for taking the time to contact Adidas customer care! We appreciate your patience regarding your refund. This is not the experience we want you to have, and we completely understand how frustrating this must be for you.Upon checking with our records, the refund was still processing, but no worries. We have created a case again about this issue to follow up on your refund for the amount of $174.68 for order number AD136522578. We do really apologize that it takes that long for the refund to be processed and thank you for your patience with this.Should you have other questions you can reply to this email or you may contact us at ************** (5AM PT 8PM PT, Mon-Sat) or via chat (5AM PT 8:00PM PT, Mon-Sat) on adidas.com.

      Business Response

      Date: 09/14/2022

      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 9/14/2022, 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:09/06/2022

      Type:Product 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 on the Adidas website about one month ago. I never received my items but I received numerous emails saying that my items were delivered. I checked the surrounding area, and asked the neighbours of the 5 closest houses to me and could not find the package. So naturally I contacted Adidas Support on their website where I was told that there would be an investigation and that I would get a response in **** business days. It has been longer than 20 business days and I still have no response. I never even received an email about my support ticket which is a bit unusual as big companies go. Anyway, I tried to open another support ticket on the website but the website issued numerous errors and didnt allow me to chat with an agent so I downloaded the app to pursue support. The app gave similar errors so I finally decided to come here. For future reference, my order number is ACA10707724, which doesnt even register anymore when trying to create a new chat on the website. The total amount paid was $589.86 CAD. As mentioned to support for their investigation, I am no longer in ****** and will return in some time so I am pursuing a refund so that I can avoid interest and repurchase the items upon my return.

      Business Response

      Date: 09/14/2022

      Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with this order. We only support Adidas in *****************. 

      We will reach out to the ******** customer service team to request they follow up with you about this order. 

      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: 09/21/2022

       
      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:09/06/2022

      Type:Product 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.
      We purchased a pair of very expensive ($295) soccer cleats for my son at the end of May from adidas.com.He wore them one time and the sole started coming apart from the shoe. We contacted them and they did an exchange quickly.Fast forward to last week, after his soccer game on 8/31, he noticed that the sole was once again coming away from the shoe. He has barely worn these cleats, as his high school season just started at the beginning of August.I contacted adidas on 9/1 and spoke with a CS rep who informed me that I would need to complete a warranty claim with a picture of the damage - once received it could take 3-4 weeks to get a determination as to whether or not the damage was wear and tear or defect. At which time, we would then be sent a label to return the shoes for further examination and then a determination of whether or not we would receive a gift card for the defective shoe.I explained that my son is heavily into his season with practices and games daily and he would need cleats. I expressed that if the expectation was that we purchase a new pair so they could have the damaged ones back, i would want a refund and not a gift card. I was told that was not an option.The cs was patronizing, talked over me and refused to put a supervisor on the phone. I was told a supervisor would call me and this never happened. I then received an email asking if my issue had been resolved and with less than 48 hours between emails, i then received a follow up saying my case had been closed. I never even had to opportunity to respond that in fact nothing had been resolved. My son went to practice tonight hoping the cleats would hold up with the damage they had and instead the entire sole is coming away from the shoe.We are on the eve before his next game and another full week of games and practices and no resolution.We are stuck with having to put out money for another pair of shoes and trying to shoe glue the sole back on to get him thru tmrws game

      Business Response

      Date: 09/14/2022

      Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with your sons cleats.  

      We recommend against continued use cleats that are separating in the best interest of the wearer's safety. Please do not continue to use the cleats. We provided a gift card emailed on 9/14/2022. 

      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: 09/20/2022

       
      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:09/05/2022

      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.
      ORDER: AD137973318 made on July 20th, 2022 I've been waiting on a refund since 08/03 I've escalated the issue many times and Adidas claims they will process a manual refund as there was an issue with processing it the first time on 08/03 (I verified with my bank and PayPal, there was so issue). I spoke with an agent and was provided with a case #******** and was told that a supervisor would call about the manual refund and it's been 3 days since with no call or refund.I order a lot from Adidas and never had this problem before. Lately I've also been receiving a lot of poor quality items (hats with poor stitching, shirts with unfinished hems etc). Also hats were shipped in plastic bags and not boxes multiple times after agents promising that they will be shipped in boxes to avoid hat brims getting flattened/damaged during shipping with no avail. These issues resulted in multiple exchanges and now my account is flagged for too many returns when these shipping and quality issues are not my fault after agents promising redeliveries would be packaged in a box. Some orders have also been shipped from outlet stores where the products have visible wear like pilling, snags, loose stitching. I've been an adidas customer for years and never experienced these type of issues. I understand the current world situation and still appreciate Adidas as a brand, but the quality has substantially decreased.

      Business Response

      Date: 09/14/2022

      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 issued a refund on 9/14/2022, 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:09/03/2022

      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 does not pick up when I call their customer service number. I have called for the last 6 days and the wait times are about an hour and then the call gets disconnected. Their chat doesnt work either! I have a order of shoes that I sent back back and still gavebtb gotten a refund on. Order # ad138701865. I sent the shoes back over 3 weeks ago. I need them to contact me.

      Business Response

      Date: 09/13/2022

      Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience trying to reach customer service. We are experiencing some connection issues that we are actively looking into.  

      Upon looking into this order, there is no tracking information for your return coming back to our warehouse. Can you provide a ***** Drop-off receipt as proof for the refund? 

      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:09/02/2022

      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.
      Hi. Im ordering online from Adidas and never faced with a problem until my last purchase. I purchased a Stella **shirt with the order AD141159284. It was supposed to be delivered on August 25th. The tracking wasnt updated for a week, and today it shows as delivered. I have contacted with the customer service several times because I didnt receive the package, and tracking showed no update since today. They asked me to wait for 5 business days. Now it says the package is delivered after a week. I didnt receive the package and unfortunately customer service doesnt help at all. I kindly ask for a refund. Thanks.

      Business Response

      Date: 09/13/2022

      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 9/2/2022, 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: 09/19/2022

       
      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,

      Gozde Gurer

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