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:08/30/2022
Type:Customer Service 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 August 2nd( YEEZY DAY) ,I purchased 4 pairs of sneakers. 3 pairs were delivered to me between August 6-Aug 9th. However, I still have yet to receive the 4th pair ( order#AD139344533 Yeezy 700 $260.00 ). Today is August 29th! The sneakers were shipped through FedEx,and last scanned on August 18th,and haven't been scanned since! I contacted *****, to locate my sneakers, but was told several different things, including that Adidas put a "hold" on the package,and since its been past 7days, I would need to contact Adida to have them put in an investigation for the missing package. I contacted Adidas, and after being on hold for over 45 minutes,I was first told that I needed to contact ****** When I explained that I already spoke with them, I was then told, I needed to wait an additional 7 business days before I could file for a missing package, and only then, the only thing I would receive is a refund,that would take an additional 10 days to process! I immediately asked to speak with a supervisor. The customer service representative placed me ona 15 min hold TWICE, just to come back and say there wasn't a supervisor available! So NO EFFORT was made by Adidas to find my sneakers OR REFUND the money I spent for a item I NEVER received!! THIS IS OUTRAGEOUS!!! Its already been a MONTH!!! *** spent way too much money with Adidas, not to receive what I paid for! Considering how DIFFICULT this item was to purchase in the 1st place, it was a ONCE IN A LIFETIME opportunity, that Ill NEVER get again! Plus Im out of the $260!!!
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.

We can see a refund was issued on 8/30/22.

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: 09/07/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

************************
Initial Complaint
Date:08/29/2022
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 through the Adidas app and it was supposedly delivered on 06/24/22. I did not get the shoes delivered that day but I waited a couple more days and nothing. I made a claimed through ***** and after couple of weeks they refereed me to go to Adidas directly. Adidas had me back and forth for almost a couple of months and finally today 08/29 a Supervisor called since I asked for one due to long wait trying to resolve issue and she basically said for me to call the police to claim a missed package and not much Adidas can do. So you need me to call the police for a missing package, fine but after 2 months really? Why not tell me this from the beginning . Either way still no shoes and out of $250.
Business Response
Date: 09/07/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear you have not received your order.?
?
Fedex confirmed the item was delivered to the correct address, however processed a refund as one time courtesy on 09/07/2022 Please allow 2-3 business days for your financial?institution?to process the credit. Please note that if future orders are deemed delivered, a refund will not be processed.

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:08/29/2022
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 debated filing this complaint because of the hassle, but I spent so much of my time trying to get a resolution with Adidas when this occurred. I have ordered from them on several occasions. I never received order AD123445089 2/9/22. I reluctantly made a recent rom Adidas but the details of how my package arrived PROVES that Adidas and ***** should have accepted accountability for the package I disputed back in February for $****** (1 pair of shoes/sweatshirt). I received an email Feb 16th that my package was delivered. I got home from work and there was no package. So I called Adidas and they said sometimes the deliveries go out on a truck but aren't delivered until the next day. Well the package never arrived. Tracking #************ I spent hours on hold, being transferred, calls never returned, filing complaints and having them denied because ultimately Adidas said that the driver left the package on my porch-his word against mine, because there was no package. Even though at that time ***** has no way of PROVING (pictures) the boxed was delivered to the correct house. I was out ******. Sunday 8/28 I received and email that my package (current order) was out for delivery. Oddly the driver pulled up while I was outside and said there was no package the truck, and he said most likely my package was put on the wrong truck. When I came home today the box was on my porch but it had been redelivered from a house in ********* ** and I have attached the stickers that were still on the box, which was not my address. Proving that ***** DOES deliver to the wrong house. I feel that being this had happen that ***** makes delivery errors and someone received my package from Feb 16, and they should have honored my dispute. My claim was denied 3 times and I even spoke to a local supervisor here in ******** who said if Adidas would honor my claim ***** would have to eat the cost of the lost package and he was willing to do that but Adidas refused. Case #C-58547634 C-********.
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 your orders. Can you please clarify which order and case number you are wanting a refund for?
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: 09/13/2022

Complaint: 17794518

I am rejecting this response because:

Adidas Order number#AD123445089

Case Number Fed Ex: 1st claim C-******** 2nd claim #C-58547634

Complaint through Adidas 0422700657

Claim through Adidas 45133509

Complaint through email 45240818

I wrote these numbers down at the time the best of my ability.

Sincerely,

*********************
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 that you have a potential missing package.

Fedex determined the package with tracking numbers associated with the respective orders were delivered to the requested location successfully. 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:08/29/2022
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.
7/31 i made a purchase order number AD139134036 i ordered a pair of shoes for my girlfriend, a pair of socks and pants. I made this purchase with a gift card i received from adidas from a promo exchange order ( i opted in the gift card because instead of a cash refund because i have grown to like the brand over the last year a lot after over looking adidas for **** all my life, so much i have purchased 6 pairs of Yeezys and many other expensive items in store and online writhing just the last year alone. I wanted to continue to support the brand with more purchase but truly i should have gotten my money back to start with.)Order AD139134036 has been a horrible experience. The socks were never shipped and still just show as label created since 7/29. We sent the shoes back to exchange for smaller size. I have had to take time out of me day to contact CS 4 times with no true resolution. Each time i was promised an escalation and personal follow *** from agents that were personally following the case. I still have not gotten one call, email or update from adidas. This experience has been off putting and distasteful to say the least. I dont see my self spending anymore of my hard earned money with adidas any more. My girlfriend walks to work and wanted these shoes to replace some old vans she has she doesnt even wear sneakers anymore and when she did they were ****/ Jordans exclusively. She wanted to give adidas a a chance because of the good word i put in for the brand she told me i should never spend a dollar with adidas after this. I work customer service in corporate *********************** for a Fortune 500 company. I have to personally say this is the last way i expected a company of adidas size and stature to a situation like this from across the board. You guys really dropped the ball on this one i also noticed the shoes we orders are. Is out of stock so i imagine the exchange she wanted cant even be fulfilled Even though they were still in stocked when returned 8/21
Business Response
Date: 09/06/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with your exchange and the item that did not ship out.
We can see a refund was issued on 09/06/2022 because the item that was requested is currently out of stock. We apologize for the delay in this process. 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: 09/14/2022

Complaint: 17793995

I am rejecting this response because: all of my issues have not been addressed and i still have not received any refund. No one has contacted me for further clarity this is beyond ridiculous

Sincerely,

*******************
Business Response
Date: 09/22/2022
We apologize for any confusion we have caused. Upon cancelling the item, the funds were returned to the original form of payment. The gift card you originally used has the funds on it currently.
We have followed up with the appropriate teams regarding the lack of follow up previously. We sincerely apologize for the inconvenience you may have experienced.
Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 09/27/2022

Complaint: 17793995

I am rejecting this response because:
the funds returned to the gift card were 7 dollars for the canceled socks but i have not been refunded for returning the shoes for an exchange you are no linger able to fulfill due to inventory this could have been easily resolved if your representative just opened communication to me directly. Again this has become a beyond ridiculous and unprofessional experience.

Sincerely,

*******************
Business Response
Date: 10/05/2022
We sincerely apologize for our error. We have issued a new gift card for the difference to the email provided with this claim. It was sent on 10/5/2022, please keep an eye on your inbox.
We regret the inconvenience you have experienced and we apologize.
Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:08/29/2022
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.
On August 2, I order the Yeezy Boost 350 V2 with order#AD139413453. The ***** shipment arrived on 08/11/22, however the box was tampered with (seal broken and retaped) and the Yeezy box was empty with no shoes. I contacted Adidas and ***** immediately, which they both advised that an investigation would be done. But I didn't hear any resolution back. 2 weeks later, Adidas advised us reopen the investigation with ***** but ***** said only the sender can do it. Can someone please refile the claim and advise ***** that the package was delivered but the contents stolen from inside the box? The point is whether I received the package, but the contents was stolen. I did received the package but no contents.
Business Response
Date: 09/06/2022
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 9/6/2022 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:08/29/2022
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 ordered on 6/16 returned pickup on 7/12 no refund cant get ahold of anyone on chat or by phone .. trying everyday .. adidas was suppose to make claim with fed ex and I still have no update and cant reach anyone for a update .. I would like my return order number AD134749635 .. poor customer service
Business Response
Date: 09/07/2022
Thank you for contacting?Adidas?through the Better Business Bureau. We are sorry to hear about the delay in processing a refund for your return. Due to the high dollar value of your order, we have sent the order details to our returns team for assistance. They informed us the items received did not match those on the return label and are unable to issue a refund. Should you need a new return label to send back the correct items, we would be happy to assist.?

Sincerely,?
Consumer Relations?
Adidas America?
Initial Complaint
Date:08/28/2022
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.
ordered 4/9/2022 delivered 4/11/2022 order number AD901189448 paid $249.84 i never received my purchase, i contacted the seller made them aware it was delivered to wrong address i also contacted the shipper to make them aware. i sent proof of my ring camera showing i never received package but i was told these nothing they can do. adidas went as far as deleting my order on my adidas account
Business Response
Date: 09/06/2022
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 09/06/2022, 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: 09/16/2022

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:08/27/2022
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 ordered a turtle dove 350 from Adidas on 08/02/22 the item was expected to come the 17th of this month. Fast forward it went out for delivery on the 7th. Keep in mind even though I was not present there were people in my house who would hear a knock or a ring at the doorbell. Not to mention they also have the blink apps on their phones(for the cameras with video & live footage). So firstly, I got a notification at 10:30 am saying my package was delivered at 9:59am(I leave for work around 10:45. Ill include the screenshot of the app with the time below of first delivery). So with that notification I went & checked outside and there was not a thing at the doorstep. I checked the ***************** was left at that time so I was like ok maybe it was an early scan. I left & went ahead to work. While I was at work I got another notification around 2:30 saying that the package was delivered (there is a notification delay it was delivered at 1:59). Checked the cameras again & again got nothing. Called ************* said they didnt hear a knock or a ring. So I asked them to check outside for the package & to ask neighbors if they had seen or had taken a package addressed to my unit. Of course the neighbors were of no help. I waited until end of day to see if it would actually be delivered and it never was. The next day i talked to Adidas & immediately after i called *** to create a ************ said they would call back in a business day. They did. They told me that they were UNABLE to retrieve my package. I confirmed with them multiple times if that is what they meant and they said yes. But because Adidas created a claim i would not be getting a refund & would have to reach a conclusion at the end of that claim. I didnt rlly understand why the conclusion would be different for the same issue. But I agreed. 2 weeks later no response from Adidas. I had to threaten a charge back for them to take initiative. That same day they denied my claim with no signature needed
Business Response
Date: 09/06/2022
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 08/07/2022. Due to your video proof, we provided a refund for your order on 09/06/2022. 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 regret any inconvenience this issue has caused.?
Sincerely,?
Consumer Relations?
Adidas America?
Initial Complaint
Date:08/27/2022
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 from the Adidas confirmed app on August 22, 2022, but I have not received the order that ***** was supposed to deliver. Adidas gave me the order number AD902734888 and the tracking number for my order is ************. I was supposed to receive my delivery on August 24, 2022. However, since Wednesday, August 24, 2022, the status on the ***** website says the package is "out for delivery," and the delivery status is "pending." When I called ***** to confirm when my package would be delivered on August 26, 2022, at 10:07 AM EST, a representative told me it would be delivered by the end of the day, and it was not, and the delivery status has not been updated since.I have tried to contact Adidas by phone, where I was put on hold for an hour, and no one answered, and by their chat service, they had no representatives to speak to me at the time. Since their package NEVER arrived I was a replacement shipped to my home via express delivery or a full refund. I also want to speak on the phone with one of their representatives since NO ONE AT ADIDAS has answered any communication from me whatsoever.
Business Response
Date: 09/06/2022
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
Initial Complaint
Date:08/27/2022
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 purchased Adidas Alphatorsion Shoes Men's (************) on Dec 18, 2021 from official **** Adidas Store. Order number: **************. After very light wearing them, I now have a hole in one shoe.Pictures are attached.I contacted Adidas ***************** and they told me that they only provide an "industry-standard" 6 months warranty. This is a lie, because **** for example, provides 2 year warranty.I demand a refund of $41.25.
Business Response
Date: 09/06/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with your shoes. Our warranty is 6 months and listed on our website here: https://www.adidas.com/us/help/us-products/what-is-the-warranty-on-my-products.
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: 09/13/2022

Complaint: 17783799

I am rejecting this response because: this is a fraud, because all other companies, like **** for example, provide much better support - 2 years. How about that? This is a cover up for poor quality. Unacceptable.

Sincerely,

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

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Adidas North America is NOT a BBB Accredited Business.