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:08/19/2022
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've been on hold for an Hour at Adidas ************ ****************** I purchased a pair of Ultraboost 20 Nov 2021 that have started to click loud when walking. I would like to return under the 12 m warranty. These were purchased new from an online retailer thru **** so i do not have a order # that your system recognizes that will allow me to submit . How do I proceed in getting an exchange for these defective shoes. . I spent way to much for these to have this issue in craftsmanship. These were sold new in the box with 100% authenticity. Please advise as I cannot use any options you give online with the 800 # , ********* online chat, and email... It a circle with your email and endless hold on the 800 #
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 your shoes.
Our warranty is 6 months after purchase and does require a receipt of purchase in order to process the warranty. If you do not have these details, we are not able to provide a warranty return because we do not have the required documents. If you are able to find these documents, please follow up with our **************** team or respond the this with the required documentation.
Sincerely,?
Consumer Relations?
Adidas America?
Customer Answer
Date: 09/01/2022

Complaint: 17743379

I am rejecting this response because: THE WARRANTY EXPRESSED ON THIS SHOE ON YOUR OWN WEBSITE IS 12 MONTHS, NOT 6, I COPIED AND PASTED FROM YOUR WEBSITE YOUR STATED WARRANTY BELOW.. I have tried to contact you to proceed and your methods do not work!
We offer a 12-month limited warranty for our products, which covers one-time replacement of the same product during the warranty period. Within 12 months from the date of original purchase, if you discover a fault with your item(s), please take pictures of the defect and contact us right away. We will work with you to guarantee your satisfaction. Limitations of our Warranty:
Why do you Misrepresent 12 MONTHS VS 6 MONTHS thru BBB?
Your response is obviously a canned statement that you think will suffice the BBB . You did not read my complaint as your response did not match the complaint.
There is no working way for me to contact you for your warranty. I've tried all the methods you have listed. I need to exchange these shoes as they are obviously defective. Both shoes a clicking loudly when I walk normal. I have pictures( not sure how that going to work since it's the noise of your defective shoes clicking, not a visual defect) and bill of sale with purchase date within the 12 months.
READ AGAIN CLOSELY! THIS IS THE COMPLAINT
I can't start the process to get the 12 month exchange warranty by all your methods offered. I'm unable to make contact to your customer service ***** by your listed 800 phone #. I've held for hours on separate occasions. You speak of contact thru ******** messenger. There is no way to contact once on the ******** platform. I tried to use you US website 1st and file online and my order number will not work. Your website states to call 800 if not working... The endless loop. I'm demanding a customer service rep. to contact me so I can proceed with a one time exchange as warranty states. My cell phone# is ************. I'm asking you to call me as I know 100% you are not trying to help me get the warranty so far.
Sincerely,

***********************
Business Response
Date: 09/13/2022
We have attached a screenshot from our official website. You can verify our 6 month warranty from this link https://www.adidas.com/**/help/us-products/what-is-the-warranty-on-my-products on the official adidas website.

Can you please provide the link and screenshot where you are seeing a 12 month warranty? We apologize for the frustration this situation has caused. We want to make sure that if we need to update an aspect of our website to prevent this from happening to you, or any other customers.
Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 09/20/2022

Complaint: 17743379

I am rejecting this response because: Depending on where you go online I see Adidas actually states up to 2 years fro a return authorization on any products. I just want to exchange my shoes that are defective. Why am I getting drug thru the mud to get help. I want to make everyone aware that the only customer service response I've gotten from Adidas is only thru the BBB. I tried all the ways listed by Adidas . I have wasted valuable time trying tp resolve. What is obvious is that you rather not stand behind your product and offer satisfaction to your customers. See attached for link showing the 2 year adidas statement.

Sincerely,

***********************
Business Response
Date: 09/26/2022
The screenshot you included in your response is not a link to ***************** adidas website. You can see that it says "adidas.ie/help...." which is for adidas *******. ***************** adidas site about our warranty is: https://www.adidas.com/**/help/**-products/what-is-the-warranty-on-my-products.
We apologize for the confusion and hope this clarifies the issue.
Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 09/29/2022

Complaint: 17743379

I am rejecting this response because: Clearly IE could stand many things, how would I just know that. . The whole process of dealing with Adidas is fruitless. When I bought the shoes , my understanding was 1 year, I just happen to see the 2 year on any product statement. You got me one time. It won't happen again. I will make sure to let others know buyer beware. Other competitive shoe brands like **** offer better service and warranties. Your obviously not concerned about making this expensive and defective product right. It is a know issue and your not willing to make this right.
https://www.reddit.com/r/adidas/comments/9saahz/ultraboost_making_clicking_sound_when_walking/

Sincerely,

***********************
Initial Complaint
Date:08/18/2022
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.
On July 13th 2022 I placed an order with adidas. Order number AD137422034 they shipped it in two separate packages. ***** tracking number ************ was marked as delivered. I looked around my house and did not see it. I contacted adidas and they opened a case with ****** I waited and no package came. On the tracking number it states signature not required. Nothing was handed to me, nothing was left at my house. A few days later the second package had arrived, but still not the first package. I waited 14 business days and reached out to ***** numerous times with no response. Adidas finally basically told me since it was marked delivered there was nothing they could do. I contacted someone in chat and she told me she would look into helping me get the items or a refund. Ive messaged her numerous times through email and now getting zero response back from the company. This is just horrible business practice. You contact and they say they will look into it and then just never respond? Ive always bought adidas in store and after this experience I feel very tempted to never buy this brand again. They clearly could care less about their customers. I understand that it says delivered but any company with common decency wouldnt want to lose a customer and also rip them off. I purchased items for my toddler this fall and now Im out the items and money I couldve spent on other clothes for her. Im extremely disappointed in this company its such a shame the customer service is so bad. You cant reach them on phone youll be on hold for an hour. On chat theres over 100 people before you. Dont bother emailing they just wont respond at all.
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 that you have a potential missing package.

Fedex determined the package with tracking number ************ was delivered to the requested location on 07/16/2022 at 10:51am . Due to the confirmed delivery, Adidas cannot issue a refund for this order. If you have additional questions regarding shipping and delivery, please visit 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.

Sincerely,
Consumer Relations
***** Denied Claim
Customer Answer
Date: 09/01/2022

Complaint: 17740629

I am rejecting this response because:I didnt received my items and was told I would be getting them from someone in your customer service team. Very unprofessional and disgusting.

Sincerely,

Hailey
Initial Complaint
Date:08/18/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband bought a Adidas backpack at ******* on ****************** road in **** **. The color is gray and red . He was adjusting it and it cut him. Now he is not using it and we put it on the side and it is not good. We spent $20.00 dollars on it. He just wants the money and not a gift card because we don't have an store in our area. We are recovering from covid and I'm on oxygen. We don't drive either. We are a disabled couple. We are on social security disability. Resolution,we want our money back. No gift card. Because we don't have a store at all. Thank you.
Business Response
Date: 08/25/2022
Thank you for contacting?Adidas?through the Better Business Bureau. We are sorry to hear about your husband's experience with his backpack. Due to the fact that the backpack was purchase from ******* and not Adidas, we do not have access to the funds that were spent when purchasing the backpack.

We are very sorry to hear about both of your health conditions. We hope that you have a quick and ****************. If you would like to pursue a warranty claim for the backpack, you can follow this link https://www.adidas.com/us/help/us-products/what-is-the-warranty-on-my-products and scrolling down to Agron.
We regret any inconvenience this issue has caused.?
Sincerely,?
Consumer Relations?
Adidas America?
Customer Answer
Date: 09/02/2022
The company Adidas doesn't want to really help us we just want our money back of $50.00 dollars and it was really at Burlington and we don't live in that area anymore and we bought it 2 days ago. So there should be no hassle. We are on oxygen and we don't need the stress and no gift card either. We just want a refund check. Thank you.
Initial Complaint
Date:08/18/2022
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 a pair of shoes from ADIDAS on June the 8th 2022 but never recieved them. Although the ***** Shipping status reported it as delivered, I never recieved the package. I have survailance around my house and can assure anyone that I did not have anything delivered. ADIDAS did not refund me my money or provide store credit, nor did they send me another pair of shoes. I was simply told to call Law enforcement and file a package report. Is that they way to treat a customer. Frankly, the transction was between I and ADIDAS, ADIDAS needs to make sure that items are dlivered, or take care of thier customer if thier is a problem. I cannot file a claim, nor dispute this because I was not the shipper. But ADIDAS said they can't do anything about the situation. On top of that, it took 2 months and several call each week to obtain a status form them.
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 that you have a potential missing package.

Fedex determined the package with tracking number *********** was delivered to the requested location on 6/11/2022. Due to the circumstances of your case, we provided a one time courtesy of a full refund for this order. Please keep in mind that if on future orders, your lost claim package is denied, you will not receive a refund. In an effort to avoid this situation in the future, we encourage you to register for ***** Delivery Manager . ***** Delivery Manager is a solution that gives residential package recipients more control over their deliveries, and allows them to receive alerts, request a hold for pickup at a convenient location, sign for packages online, provide delivery instructions, and request a vacation hold. Learn more at fedex.com/delivery.
Sincerely,
Consumer Relations
***** Denied Claim
Customer Answer
Date: 09/05/2022

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. I do not know what they need form me to complete th refund transaction.

Sincerely,

***************************
Initial Complaint
Date:08/18/2022
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.
Received delivery confirmation email for online order AD137617016 for 7/20/22 but could not locate package. Notified customer service and was told that a claim/investigation would take between ***** business days to resolve. It has now been almost a month and still no resolution. No reply to emails. Online chat feature does not work. No answer to calls to customer service.
Business Response
Date: 08/25/2022
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 07/20/2022. 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 our 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.

Sincerely,
Consumer Relations
Adidas America
************
Initial Complaint
Date:08/17/2022
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.
order # AD902386868 Order # AD902279373 I placed two orders off of the adidas confirmed app and on 8/2/22 and 8/3/22 and was immediately called out of town on a family emergency returning 8/17/22. I received confirmations that both items were delivered on 8/5/22 and 8/6/22. I called customer service immediately the day I returned to request a return on both items that didnt fit correctly and explained that I was called away in a family emergency. I received an extremely aggressive and unprofessional representative on the phone and when I requested to speak to a supervisor I was out on hold for ten minutes for the representative to return and advise that there was nobody available for me to speak to and basically theyd pass my information along but there was no guarantee I would ever hear back from anyone at all regarding my request ever?? When I questioned how Id know whether or not I can expect to hear back from anyone I kept getting the run around and the representative hung up on me mid sentence. Completely unprofessional customer service and at the very least would expect theyd treat a loyal customer with a little respect.
Business Response
Date: 08/24/2022
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 orders.
We are showing that the order AD902279373 was refunded on 08/23/2022. Order AD902386868 does not have any scans from ****** Did you send both pairs of shoes on the same label? This will help us figure out where your order is.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 08/31/2022

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:08/17/2022
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.
A pair of sneakers I bought on 6/14/2022 wore and eventually ripped within a month of purchase. Adidas is claiming its normal wear and tear and wont replace the sneakers or give me a credit. I do not believe a $150 pair of sneakers should have wear and tear like that after one month of normal use.
Business Response
Date: 08/24/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team and your shoes.
We can see that you were able to speak to a supervisor on August 17th and they approved your warranty claim. We apologize that you weren't to get your claim approved in one contact.
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: 08/31/2022

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:08/16/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've returned my order on May 19th 2022, about 2 weeks later I've reached out to Adidas.ca to ask for an update on the status of my return. Since then I never received any solid answer. The issue has been escalating over and over again to the "relevant team" and that's it. It has been over 2 months without items or money and I can't afford to keep paying late credit card fees.
Business Response
Date: 08/22/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience however, we only support Adidas in *****************. Please reach out to Adidas ****** for support with ******** purchases.
Sincerely,
Consumer Relations
Adidas America
Initial Complaint
Date:08/14/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pair of sneakers and a few things, i never recieved my items . I was made to fill a claim with the shipper and finally after me calling i was told the shipper is not responsible nor is adidas . Adidas nor the shipper will take any actions for reshipping or reimbursement. I was told go deal with my credit card company. Disgusting customer service. My order number *********** And complaint is Number C-********
Business Response
Date: 08/23/2022
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 08/05/2022. Due to the confirmed delivery, Adidas cannot issue a refund for this order. If you have additional questions regarding shipping and delivery, please visit our terms and conditions www.adidas.com/us/help/us-company-information/what-are-the-terms-and-conditions.
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:08/12/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned a pair of shoes to Adidas, they were never opened and the order number is AD136698409. Adidas received this return and authorized a refund of $48.23 on 07/20/2022 and it states the transfer takes 3 working days. I called 07/22/2022 and was told the transfer of my refund failed within the warehouse and that they would put in a request to have it refunded again manually. I called back again 08/02/2022 and spoke with a representative who said it can take up to 10 business days to be refunded. I called back again 08/09/2022 and a representative told me I need to give it until 08/11/2022 and that the issue would be resolved by then and the money would be refunded. As of today, 08/12/2022 no money was refunded and I called and asked for a supervisor. The supervisor stated it is in the manual workqueue but she can't refund my money as that department needs to and that I just need to wait some more. No other explanation could be given by this supervisor. To say I am beyond frustrated is an understatement, I have been trying to get this refund for three weeks and I have no answers. I would appreciate if BBB could look into this for me. This is not customer friendly. Thanks.
Business Response
Date: 08/22/2022
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 08/22/2022, 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

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Adidas North America is NOT a BBB Accredited Business.