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.
559 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:08/25/2022
Type:Service or Repair 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 ordered 2 products. One says delivered however it never was. Can not talk to anyone on the phone. Was emailed and told they can not help me. The second product was the wrong size. Return policy stated can return in store. Store told me online. Online said its past 7 days. When pitching the item I was told 30 days.
Business Response
Date: 09/06/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience.

Please provide the order numbers for the orders you are concerned about for further support.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 09/12/2022

Complaint: 17770229

I am rejecting this response because:the business has not offered a solution. They are asking me for an order number that I have provided them many times already. They continue to give me the run around.

Sincerely,

*******************************
Customer Answer
Date: 09/16/2022
Adidas accepted the return for order number AD902306614.
However, there has not been a resolution to order AD902409993. Which states delivered, but never was Adidas opened a case with Fed Ex (C-77467459) over a month ago. No response has been provided by either Adidas or fed ex
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 9/22/2022, 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: 09/30/2022

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:08/24/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Your customer service is awful. First my shoes said fast free shipping. They were not. I waited a week and had to contact just to get them to ship. No one responds to emails. I had to live chat which does not work well. It puts all chat boxes on top of one another so you cant read them. Then when they finally arrived they were defective. The fabric on the heel was glued together then stuck on the heel anyways. Theres a hard bump that sticks out. Why they would not just get another whole piece of fabric is beyond me. I immediately took pictures and wrote customer service. I had uploaded the photos. No one got back to me. I wrote again. Several days later I got an email asking to send photos. They were already uploaded but I sent them again. Again it took several days to get a response. Then all I get is 15% off a future purchase? At this point Ive waited 3 weeks and cant even wear the shoes I waited so long for. I explained I had just placed an order and didnt even bother to use the 15% coupon offers I already had on my account because it was only a few dollars off. Again. No response for days. Then she says she cant adjust the price in the shoes 15%? I asked why cant she adjust it or do a partial refund. I said if I had returned the shoes you can. Then they give me one day to return the shoes. I never asked to return the shoes but couldnt and I didnt have time that day. Why cant I just get 15% off my shoes. Theyve been sitting here for almost a month not being able to be worn. The excitement is gone. They were $918 shoes. Now no one is responding at all.
Business Response
Date: 09/01/2022
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 return was authorized for this order. Please complete the return with the label that was requested so that we can process a refund for you.

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: 09/29/2022
No. The business never responds. It way past the return date by the time they responded initially. I was offered 15% off another purchase which would only be a few dollars. I asked for 15% off these damaged shoes which have been sitting unused in my dining room since their arrival.
Customer Answer
Date: 10/31/2022

Complaint: 17765559

I am rejecting this response because:
They dont respond. Ive had this pair of shoes that arrived damaged. I emailed immediately. They didnt respond for weeks. Then I was asked to resend information I already sent them. And no one responds again. Then I was offered 15% off a future order. I told them that was only a couple of dollars. There shoes were $900. I told them to please apply it to this order. They say they cant to that and return the shoes but at that point it was past the 14 day return policy obviously. Ive had a $900 pair of shoes sitting in my dining room I have never worn.
Just please give me 15% off these shoes. I wanted to wear th but not paying $900 for shoes with ripples in the fabric and a glue bump.

Sincerely,

*****************
Business Response
Date: 11/04/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau. We are sorry to hear you received a damaged pair of adidas x ***** Gazelle Shoes. Due to the exclusivity of the article, we cannot accommodate a discount. We have cancelled your original return and created a new label should you choose to return them. We apologize for the inconvenience this may have caused.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 11/14/2022

Complaint: 17765559

I am rejecting this response because:
why do you wait so long to respond? I got these in July. I just want 15% off because these were damaged. Theyve been sitting in my dining room unworn. I wanted another pair but you waited so long to reply that wasnt possible. You offered 15% off another purchase. Thats a few bucks at most. I also will not be shopping adidas anymore. Ive been asking for 15% off these. Ive been told they couldnt process a refund. Now your telling me you cant because theyre excluded. Theyre damaged. They are just going to be thrown out. Please just give me a refund if 15%. I want to wear them. I would get nothing for holding onto a $90 pair of shoes for several months. Its the least you can do.

Sincerely,

*******************
Initial Complaint
Date:08/23/2022
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.
The items were originally purchased in May 22 and returned immediately because the items were not correct. The return was received June 7 at the adidas warehouse and shipped via ****** The purchase price was $171.20 and I was told by Adidas customer service that the return would talk up to 31 days. I still have not received my refund and am getting the run around each time I call or use chat to find out where my refund is. I just want my money returned since they have the items.
Business Response
Date: 09/01/2022
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 that you filed a dispute with your financial institution on June 16th, 2022. Due to this dispute, adidas cannot provide a refund for this order. You will need to work with your financial institution to receive the funds.
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

Complaint: 17760247

I am rejecting this response because:the dispute was removed months ago so there no reason for them not to refund my money I spoke to multiple adidas rep and with my bank about this issue.

Sincerely,

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

Business Response
Date: 09/13/2022
We apologize for the inconvenience. However once it is filed, Adidas stops having the ability to refund orders. We recommend you continue to work with your financial intuition for further resolution regarding these funds.

Sincerely,?
Consumer Relations?
Adidas America
Customer Answer
Date: 09/20/2022

Complaint: 17760247

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 09/23/2022
Thats not good enough thats why we contacted you guy we contacted both parties and none will help us getting my money back and it look like your telling me you wont help either so adidas get to keep the money and your helping them sticking it to the consumer thats what tax paying people have to live!!
Initial Complaint
Date:08/23/2022
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 won a yeezy raffle with adidas so in the raffle you cant pick to have your package signed for I won the raffle on Aug.2nd I was suppose to receive shoes Aug. 10th I complains august 11th saying I didnt get my package and asked for money back they said theyd do an investigation for order number AD902563408 Today august 23 they replied saying there nothing they can do and the investigation showed that my package was delivered I was home all day and I even have cameras pointing at my apt . No package was delivered I really just want my money back of ****** being I didnt receive my item
Business Response
Date: 09/01/2022
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 there are several refunds and the last was issued on 09/01/2022 , 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:08/23/2022
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.
I purchased a pair of adidas shoes on 6/20/2022 for ****** (order number AD901944036). I submitted a return request on 7/1/2022 due to the shoe being too small and retuned the shoe on 7/12/2022. Adidas received the return on 7/14/2022. Ive reached out to Adidas several times throughout the month of July and was told that it takes 21 days for the shoe to be inspected. Then I was told after the 21 days it takes ****************************************************** retuning the shoe without the correct shipping label. The investigation was completed and then I called again on 8/19/2022 where I was informed that I should have received a refund. However, they havent processed it due to the return being returned outside of the return window (which was never communicated to me). Each time Ive called I was told my case was being escalated to a manager and confirmed today that a manager has never reviewed my case. They also confirmed on I wouldnt even get my shoes returned to me if they didnt approve the refund.
Business Response
Date: 09/01/2022
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 that your item did arrive back to the warehouse and we have issued a refund on 09/01/2022, please allow 2-3 business days for processing. If in the future you have to make returns, please go through our website to ensure that we have visibility on tracking and can provide refunds on our standard timeframe.

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:08/23/2022
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 have tried to contact Adidas on SEVERAL occasions via phone regarding 2 orders I had placed to combine the items I needed to return in one box. Both orders contained the same shoes in different sizes to see which size would fit. The first few times, I tried, I didn't take screen shots on how long I waited on the phone with no answer but yesterday (32:23) and today for over AN HOUR with still not one customer service representative answering. I have never encountered a company where they do not have a single representative to answer the phone on any given day- It's unheard of. I'm so upset I wish my son hadn't worn the other shoes and I could return the entire order and never do business with Adidas again. We have used their products for years, but the level of customer service is so disappointing. I have 2 orders I have been trying to return shoes on. The first order is AD136791274 and AD136219696. There is one item in the first order and 3 in the second. (please see pictures attached). We did keep the exact same items in the sizes that did fit. My son hasn't even worn the black ones or the basketball ones that did fit him and I'm actually debating whether or not to return those as well.
Business Response
Date: 08/31/2022
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 currently experiencing technical difficulties that are causes extended wait times.
Can you provide the tracking number you used for the shoes that were return? Once you provide this and we can verify that the items were received to our warehouse, we can provide you with the refund you are expecting.

Sincerely,
Consumer Relations
Adidas America

Customer Answer
Date: 09/21/2022
Hello ******,
here is my customer rebuttal.

I do not have a return label. That is part of my complaint. I can not get in touch with anyone from Adidas customer service or support to receive one. Therefore I do not have a tracking number. I still have the shoes I need ship back to you.
I had 2 separate orders and wanted to ship back the 4 shoes that did not fit. We ordered each shoe in 2 sizes. I was trying to save adidas on shipping to put everything together but sitting on the phone more than an hour on several occasions got me nowhere. I would like a return label sent to me to return the 4 items or please credit my account and Ill donate them. Im extremely frustrated with the customer service from a company I use so much. I had submitted the pictures of the 4 shoes I wanted to return. This has now been going on since June/July and I want to get rid of these boxes of shoes as soon as possible please.
I have attached a picture of the 4 shoes I need to return or receive a refund for again.

Business Response
Date: 09/27/2022
We sincerely apologize for the confusion. We thought that you had already sent the items back, but we see our error now. We sent you two labels for your two orders. Both were sent the email address and mailing address provided to BBB.
We regret any frustration and/or inconvenience you experienced with these orders.
Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 10/03/2022

Complaint: 17757571

I am rejecting this response because I would like to confirm I receive a credit for all 4 pairs of shoes I am returning. The shoes will be shipped out this week. I did receive the labels that they finally sent.
I will only accept the response once my credit has been received.

Sincerely,

************************************
Business Response
Date: 10/05/2022
Once you mail the items back, they will go through our standard return process. Once our team receives the items they will inspect them, and confirm the contents. This process typically take 1-3 business days from the date of arrival at the warehouse, but can take up to 21 business days. You can look at our FAQ for return process details at https://www.adidas.com/us/returns
You will receive refunds for all the items that are sent back as long as they are the shoes associated with the orders we sent you labels for.
Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 10/14/2022

Complaint: 17757571

I am rejecting this response because:
You sent me 2 different labels and did not specify which shoes needed to go into what box with what label. I sent 3 shoes back via the one label I have attached- The total refund should be right under $100. I also enclosed the **** tracking receipt.

The shoes that were in the box were the red ones, the black ones and white ones- all the sneakers. It's pretty easy since we ordered 2 of all of those and returned the size that was too big.

Sincerely,

************************************
Initial Complaint
Date:08/23/2022
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.
Hello,I purchased a pair of Yeezy Boost 350 from Addidas.com on 8/2/2022. The shoes were expected to be delivered on 08/17/2022 by ***** (tracking # ************). All of my packages are Delivered to a *** STORE LOCATED AT *************************************. This location has security cameras. The package was marked delivered today @ 2:30pm, with a signer of ******************. I went to pick up my package and the manager informed me that they didnt receive my package from *****. She confirmed that ***** did deliver packages but not mine. She went to the back to check the cameras and reviewed the video that showed the packages they received, none of these packages were mine. She gave me a printout of the delivery driver and the counter with the packages they received. She also notes that ****************** DID NOT SIGN FOR THE PACKAGES BECAUSE THEY WERE INFACT NOT AT WORK TODAY! This delivery driver falsified documentation and stole my shoes! I tried contacting Adidas customer service and i was on hold for over 2 hours! I have tried disputing this and Adidas has not listened or looked at the proof i have provided. I have contacted ***** several ************ tell me to contact the merchant. I am only in this situation because of ***** driver stole my package. The driver is the guy in the grey shirt with glasses. I have spoken to the *** Store manager and she is going to give me a written statement that my package wasnt delivered and that the employee ****************** was not at work to sign for the package. This ***** driver is a liar! This package was delivered by one of ***** delivery partners which are independent contractors.
Business Response
Date: 08/31/2022
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 08/31/2022, 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:08/21/2022
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 order was a raffled Adidas shoe placed on June 20, 2022. ***** marked the package as delivered on June 24, 2022, but nothing was delivered to my door. I have security footage from the date of delivery and the following days showing that nothing arrived from *****. I immediately filed a claim with Adidas to have a lost package investigation at *****. The claim was denied because *****s proof of delivery states that it was delivered, without any pictures of the package or delivery address. I have called Adidas multiple times to resolve this issue, but the agents rejected further action because the claim was closed. Now, theyre pushing me to contact local authorities when the ***** never delivered the package in the first place. Ive been extremely stressed and frustrated about this situation for the past two months. I would like some help since I dont feel justified to pay for a shoe that I never received. The order number is AD901951233.
Business Response
Date: 08/31/2022
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 ************. Due to the confirmed delivery, Adidas cannot issue a refund for this order. If you have additional questions regarding shipping and delivery, please visit our shipping limitations terms and conditions https://www.adidas.com/us/what-are-the-terms-and-conditions.html.
Sincerely,?
Consumer Relations?
Adidas America?
Customer Answer
Date: 09/06/2022

Complaint: 17749797

I am rejecting this response because:
I dont agree with the results of *****s claim. ***** only states the confirmed delivery, but I have not received the package. There is no proof that the package was delivered to the correct address or if there was a fault with the delivery driver simply clicking the package as delivered. I need further assistance with this matter because I dont consent to paying for a product not in my possession.

Sincerely,

*******************
Initial Complaint
Date:08/20/2022
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.
Good afternoon I placed an order on or around August 17th 2022. This was an online order for my daughter as she saw sneaker she had liked. When the confirmation email came through it stated it was for in store pick up which I did not select. I emailed Adidas and they stated that that is in fact what I selected for my order that could not be changed because the order was in process. I must have inadvertently selected in store purchase by accident because I live 2 hours and then some away from the ************* location for the store. I never would have done that and I have never selected that on any other order online from other businesses. I have been trying for days to contact customer support and nobody answers. I have also called the store where the sneakets were shipped and nobody answers!Is there a way for the store to kindly ship these to my house and I would gladly pay the shipping fee the total price was $48 with $25 of that being paid for by my daughter with a gift card that she had and I paid for the rest.I have never had this type of experience with any other business and I am quite disappointed.Thank you ******************************* ************
Business Response
Date: 08/30/2022
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 this order was cancelled and the pre-authorization charge associated with the initial order was reversed on 08/25/2022.

We regret any inconvenience that you experienced with this order.

Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:08/19/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a purchase online order #AD136358845 and returned the items via ***** tracking *************. merchandise was received back to Adidas warehouse in its original form on 07/16/2022 per Adidas website. Per Adidas automated recording funds are returned to your account 3-5 business days however website says 14 days from 07/16/22 and policy says 21 business days. Either way it has been 25 business days since the return to Adidas warehouse and I have yet to receive my refund to my account. Ive made 3 calls to Adidas and 1 email but still no resolution. This is unacceptable for consumers to chase down a business to refund their money when they have complied with the return instructions.
Business Response
Date: 08/30/2022
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: 09/01/2022

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,

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

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Adidas North America is NOT a BBB Accredited Business.