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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:09/02/2022

      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 order items from Adidas.com and two of the items were too big for my husband and son. A gift for father's **** I contacted Adidas and they sent me a return label to print and use for the return. I took the package to my work shipping office and place the package in the ***** drop off location. I waited a few days and try to track the package and the tracking number doesn't exist/can't be tracked. I've contact adidas and spoke to several customer service reps and one of them said they could do a blind return and said they will process it as such. Made another phone call to them because I didn't receive a refund/credit, I was told it takes up to 21 days. That's been since June and July and nothing. I reach out again and they give me the run around and blamed me for not taking it to a ***** store. Adidas doesn't want to own up to repaying me for my items I returned.

      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 9/13/2022,  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: 09/20/2022

       
      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:09/01/2022

      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.
      8/24/2022 I never made any transactions through this company and somehow they charged my account approximately $7300 in a matter of 10 to 20 minutes. I made a fraud claims immediately through my bank. On 8/28/22 I started receiving credits that on 9/1/22 my bank stated was coming directly from the merchant. Someone owes me my $7300, suffering inconvenience fee, and an apology.My bank stated they cannot issue my a letter until their investigation is complete.

      Business Response

      Date: 09/13/2022

      Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear that you are seeing unauthorized orders on your banking statement. 

      We are unable to find any purchases with the details provided. You should continue to work with your banking institution to receive the funds back and to assure that your account is safe. 

      We apologize for the inconvenience you experience. 

      Sincerely, 
      Consumer Relations 
      Adidas America 

    • Initial Complaint

      Date:09/01/2022

      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.
      On 08/15/2022 I placed an order for a pair of shoes and sweatpants totaling $121.61. Chose express delivery as the shipping method and later received an email that a refund would be possible for the delay and never received any clarification after that. They package eventually arrived and unfortunately the shoe size was not right. Went through their website for the exchange process and followed every step precisely. Repackaged the shoes for shipment, dropped the package off at a ***** location with the new shipping label. After a few days I received a notification the package was successfully received at the facility. After that happens, the website stated the new item requested would ship out after a couple of days of processing. It has been almost two weeks since then and nothing has happened. Since I no longer wanted the product I wanted a refund. The only option available to me was to cancel the exchange and request the refund. I canceled the exchange order and received an email the products are mine to keep now. Since I shipped them off to ***** this is impossible. Have been trying to get a hold of their customer service relentlessly to no success. Dealing with this company has been a nightmare and would just like a refund back. It is impossible to get a hold of a representative of Adidas as hundreds of others on social media seem to have the same problems. Just want a refund to finally resolve this issue.

      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 9/8/2022, 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:09/01/2022

      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 bought Adidas Ultraboost DNA 5.0 on Sept 29 2021 but I did not give them to my son until Christmas. He wore them for less than 8 months and the sole is almost completely falling off. He also has many other pairs of shoes so these are not even worn daily. I bought him some **** shoes at the same time and they are in perfect condition. I called customer service on 8/16/2022 and they said it had been too long since the purchase to replace the shoes but they would give me a 30% off voucher so I could purchase a new pair. I tried to use the voucher and the voucher excludes the shoes from the discount. I tried to put several other similar pairs of shoes in the cart as well and all of them are excluded from the voucher. I replied to the voucher email to let them know and have not received a response. I also tried to use the chat during business hours and it said no one was available so I called and waited over a half hour with no response so now I am here hoping to get a response. At this point with all the time I have wasted I would really like a new pair of shoes, they should not fall apart after only 8 months at $180.00 a pair.

      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 your son's shoes. Our warranty is for 6 months. You can verify this on our website here: https://www.adidas.com/us/help/us-products/what-is-the-warranty-on-my-products. 

      There are some items that are excluded from sales and promotions. We recommend looking at other full price items. 

      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:09/01/2022

      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 placed order number AD140619803 on 8/14/2022. It is not 9/1/2022. The order had 5 items. The package arrived missing 3 items, a pair of 130 dollar shoes, a 39 dollar track jacket and 45 dollar basketball hoodie. The box this order arrived in was smaller than what would have fit this order! I saved the box and the label. I immediately contacted Adidas Support. Since 8/14/2022, I have chatted with a customer rep on the website chat box option, I have spoken to 3 different phone customer agents on 3 separate occasions. I have been on hold for over 4 hours altogether. I have been told many things, I have been told this is an investigation. That they are looking into it. That the process takes **** days. That a supervisor will call me back. Today I was hung up on by an agent who would not let me hold for a supervisor or manager. I would like a refund! This is a multimillion dollar company and this is poor business! It is despicable customer service!

      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,

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

    • Initial Complaint

      Date:08/31/2022

      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.
      Order number AD136855319. I bought a pair of Yeezy boost 380s for 245. I received a tax refund of $15 because I live in ** where theres no tax on clothing. I returned the sneakers immediately bc they were too small. They were sent back in perfect condition on 7/13/22. I didnt receive any correspondence via email regarding my return. I payed using afterpay. I reached out to them but was told that there was no refund from the merchant, in this case adidas. I reached out to adidas through a chat and was told I was refunded. I called to verify because I never received a refund. I spoke to a representative who informed me that my return was received and verified and a refund was processed but didnt go through. She informed me that the matter would have to be escalated. This transpired on August 8th. I was told it could take 48 hours. After 3 days I called back and was now told it could take 10 business days. I called again on 23rd and was given the run around. The rep said this issue has been happening frequently and theyre backed up. She said shed follow up on it herself. She never sent me an email confirmation and gave me different names. I asked her when should I expect a resolution, and she said maybe a month. *** paid off the afterpay loan and would like my refund. Its been over a month and theres no clear end in sight. I asked to speak to a manager and was told I cant bc everyone is in a meeting. It really doesnt even seem like Im dealing with a multibillion dollar corporation.

      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 9/13/2022, 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 

    • Initial Complaint

      Date:08/31/2022

      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.
      ADIDAS FLAT OUT STOLE FROM ME!!! I ORDERED TWO PAIRS OF SHOES, TWO DIFFERENT ORDERS COMING FROM TWO DIFFERENT LOCATIONS. WHILE WAITING FOR THE SHOES TO BE DELIVERED, I TRACKED THE WHOLE PROCESS FOR BOTH ORDERS. ONE ORDER APPEARED NORMAL, NO ISSUES, IT SHIPPED AND SHOWED EACH LOCATION AND SHIPPING TIME AND ESTIMATED ARRIVAL TIME. THE SECOND PACKAGE WAS A DIFFERENT STORY- THE WHOLE TIME IT SHOWED THERE WAS A DELAY, OR NO TRACKING HISTORY. IT DIDN'T SHOW ANY TYPE OF UPDATED INFORMATION UNTIL THE *** IT WAS DELIVERED. AS SOON AS THE PACKAGE WAS DELIVERED, I WENT OUT TO GRAB BOTH PACKAGES, ONLY 1 PACKAGE WAS THERE. I LOOKED ALL OVER AND COULDN'T FIND THE SECOND PACKAGE. I CONTACTED ADIDAS, THEY TOLD ME TO WAIT 48 HOURS BECAUSE SOMETIMES PACKAGES SHOW UP LATER THAN THEY ACTUALLY SHOW DELIVERED. AFTER WAITING 24 HOURS I REACHED BACK OUT AND THEY FILED A LOST PACKAGE CLAIM WITH ****** FOR 2 WEEKS I REACHED OUT TO ADIDAS AND THEY WOULD TELL ME THERES NO RESOLUTION AND I NEED TO WAIT. ONE ***, THERE WAS AN AGENT THAT SAID SHE WOULD CALL ADIDAS AND GET AN ANSWER. I THEN RECEIVED AN EMAIL SAYING IT WAS CONFIRMED DELIVERED AND THERES NOTHING THEY CAN DO AND IF I WANT PROOF OF DELIVERY TO CALL ****** I CALLED ****** THEY THEN TOLD ME THAT THE INVESTIGATION IS STILL PENDING AND THEY ARE NOT SURE WHY I WAS ADVISED THAT BUT THE INVESTIGATION WONT EVEN CLOSE UNTIL 8/29. I CALLED ADIDAS BACK AND TOLD THEM WHAT ***** TOLD ME, I WAS ADVISED BY A MANAGER ***** IN CENTRAL AMERICA' THAT MY PACKAGE WAS DELIVERED AND THERES NOTHING THEY CAN DO AND I WONT GET A REFUND. IM AT A LOSS FOR WORDS. I CALLED ***** ON 8/31 AND WAS ADVISED THE PACKAGE WAS DEEMED LOST OR STOLEN AND THAT ADIDAS HAS FILED A CLAIM AND I WOULD HAVE TO CONTACT ADIDAS FOR THE NEXT STEPS OF THAT CLAIM. I CONTACT ADIDAS AGAIN AND I AM TOLD THAT ITS NOT THEIR FAULT AND I WONT BE GETTING ANYTHING BACK. WHY DO I HAVE TO PAY ADIDAS FOR SOMETHING ***** STOLE BUT THEN ADIDAS GETS MONEY BACK FROM ***** THROUGH THAT CLAIM. MORE IN DOC

      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 that you have a potential missing package. 
       
      Fedex determined the package with tracking number ************ was delivered to the requested location on 08/10/2022. 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 regret any inconvenience this issue has caused.? 
       
      Sincerely,? 
      Consumer Relations? 
      Adidas America

    • Initial Complaint

      Date:08/31/2022

      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 the majority of items in an order . The items were returned with a ***** label from Adidas: return package ************ on August 1. It shows they were dropped off at *****. There seems to be some tracking issue. that is not my as the customer's fault, that is between the ********************** and *****. I need to have the amount refunded in full because the items were sent off a month ago and I still have not received a response from Adidas who keep giving me the run around. The total was $388.21 minus $50 or so for a pair of shorts and some socks and that's it.

      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 9/15/2022, 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:08/30/2022

      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.
      8/2/2022, ordered ************ doves threw adidas confirmed app order number AD902362406after all the people botting the release, and the app crashing I actually got through and confirmed an order. Payment was made, order confirmation was delivered through email. After two weeks of no update, I tried using the chat option on the adidas site, and after it crashing 3 days straight I got threw with a customer service rep, after asking whats going on with my order, she assured me my order was in fact, confirmed and was getting ready to be processed for shipment. A week goes by, same thing with no update so I get in touch with CS, Im told the shoes were packaged and awaiting shipping and told not to worry they will be shipped shortly, meanwhile it seems like everyone else in the country had already received theirs. I get an email days later your order has been packaged and is on the way. After the shipping pending for a week I message on the chat box again, and I am told per email I have confirmed that ***** failed to pick up the package as there's been no update on the tracking information since August 12. I am sorry for the inconvenience this has caused you as I know how important this order is for you. What I can do here is process a refund as I don't see any guarantee that this order will get delivered. After going threw all this the past month and that being such a weak response, I call and I get the same answer I dont know because we have no communications with our warehouses and all I can do is refund you. I dont want a refund. I want the shoes Ive been being lead on about for the past month or an actual answer from a supervisor because after being a long time Adidas customer, this is completely suspicious and a lack luster communication this whole past month about how I have nothing to worry about and Ill be getting my shoes guaranteed. My adidas confirmed app was marked delivery failed today. And they were never even shipped out. Dissapointed

      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 08/30/2022 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: 09/22/2022

       
      Complaint: 17800471

      I am rejecting this response because: Adidas response clearly shows that they didnt even clearly read my complaint, but just gave me a general automated response about refunds which wasnt even close to what my complaint was about. Whole thing is completely dissapointing. 

      Sincerely,

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

      Business Response

      Date: 09/27/2022

      We apologize for not directly addressing your concerns. When orders are not able to be delivered, we cannot reship them. In these cases, our only alternative is provide a refund. We sincerely apologize for the inconvenience and frustration you experienced with this order.

      We are working all the time to make sure that all of our drops and shipments continue to improve to prevent this from happening again. The details from your case were forwarded to the teams that deal with these improvements. 

      Sincerely, 
      Consumer Relations 
      Adidas America 

    • Initial Complaint

      Date:08/30/2022

      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 from Adidas for 9 items on July 25, 2022 totaling $396.00. AD#They shipped my items out in two separate shipments. Shipment #1 contain 7 of the 9 items, I never received this shipment. The shipping company claim that the order was delivered to *******************. There was no house number given or a picture showing the package being delivered and placed in front of my home. When I contact Adidas about this issue, they refuse to refund the portion of my order I did not received. $354.00. Adidas is holding me responsible for the missing items i never receive, they believe the shipping company who have no concreate proof of delivery other than saying the package was delivered to Brooklyn. But they want me to proof to them that i did not receive the package. I have packages delivered to my home on a regular basics and never had this issue. They even suggest I do the investigation for them. The burden of proof should not fall on the customer, they took my money and I have nothing to show for it. I'm disgusted with Adidas, I can't believe a company such as Adidas does not value there customers and basically accused me of stealing the package. Adidas will never again earn my business or trust, since the customer have no rights.

      Business Response

      Date: 09/07/2022

      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.  

      Can you confirm that you received the items that were shipped by Fedex? 

      Sincerely, 
      Consumer Relations 
      Adidas America 

       

    Adidas North America is NOT a BBB Accredited Business.

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