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

1,463 total complaints in the last 3 years.
542 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:01/10/2025
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 made an online purchase on December 8th, 2024, as a Christmas gift for my sister. It says it was delivered on 12/26/ @11:30pm. It was never delivered, and just looking at the time they said it was delivered was suspicious. Nevertheless, my sister checked her camera footage and asked the neighbors, and it was not delivered. I contacted customer service, who said they had to contact the courier service and they would have a response in a week. I am not satisfied with the response. Now, we are two weeks later, and no one knows anything. I am incredibly frustrated that such a big retailer doesn't have better customer service and that I, as a hard-working individual, have to go through so much for a replacement, knowing that your company indeed has insurance and opted to select such a poor courier provider instead of fed ex or *** instead you save the money and pick a lower delivery provider and I as the consumer now have to go through h*** to get my money back because at this time I no longer want a replacement. I want a full refund and will never do business with Adidas again.
Business Response
Date: 01/13/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear you have had trouble finding your recently delivered package.
Although the carrier has confirmed delivery to the requested address, we understand orders can go missing.
We have refunded you for your missing shipment, please allow 2-3 business days for processing.
This is not the experience we want for our customers, please accept our apologies.
We appreciate you being a loyal adidas fan.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:01/10/2025
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.
When I buy a product such as a golf shoe, I expected to last more than three times golfing. I called Adidas to ask for some help because the seaming came apart obviously a defective shoe.They insisted that I produce a receipt that was less than six months old, which I did not have. I informed them I had only worn the shoe three times and it was obvious not from wear and tear. It was a defective shoe.They refused to assist me with the matter after taking much time gathering information. They immediately informed me they can do nothing for **** asked why they wasted my time gathering all the information if they couldnt do anything for me, and they informed me it was further records, which is above and beyond rude when they cant even help **** kindly request either a refund or a shoe replacement.
Business Response
Date: 01/13/2025
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 your product did not last as long as it should have.
Can you kindly provide us with the email that you use to send your information into us or if you can provide us with the images that you sent in so we can look into this further for you.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 01/13/2025

Complaint: 22794787

I am rejecting this response because you are requesting something I have already provided you. Ive attached pictures to my complaint with the Better Business Bureau. You may access them there. Please get back to me as soon as possible as to how you might rectify this situation in regards to these obviously Defective golf shoes.
Keep in mind I have only worn them five or six times!!
Sincerely,

******* ********
Business Response
Date: 01/24/2025
Hi *******,
In order for us to assist you further, can you please provide us with the following
A photo of the size tag, stitched inside the item, that will show the article number (6 digit numeric or alphanumeric code) and production date (in the form of mm/yy)

-ART#:
-Production Date:
email address:
-Address:
-Phone Number:

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 01/27/2025

Complaint: 22794787

I am rejecting this response because they are again asking for additional info.... how many weeks will this go on?
I have attached the photos you requested again.
Please ship replacement to j ******** ********************************************
**********
**********************************************************************
Sincerely,

******* ********
Business Response
Date: 02/05/2025
Hello *******,
In order for us to better assist we will need to receipt as proof that the item was purchase less than 6 months ago.
You can seek assistance from the local store where it was purchase from.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 02/08/2025

Complaint: 22794787

I am rejecting this response because as I stated on January 10th I do not have a receipt for these shoes. I had purchased the same pair before and liked them. I then purchased these and stored them until I needed them, (never intending to have to return them) I used them 4-6 times when they fell apart. It is quite obvious they are defective as they cracked. on top. This is not a place normal wear and tear would happen. This is quite obvious if you look at the pictures..
Addidas, I am very unhappy with your lack of professionalism. This has been going on for weeks with you asking for additional info each time, trying to wear me down. Obviously, it would be more professional to address the requests all in one original email.
Please reimburse me or send me a replacement pair.

******* ********
Business Response
Date: 02/14/2025
Hello *******,
Thank you for contacting adidas through the Better Business Bureau.
We will respond to you directly with a resolution.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 02/16/2025

Complaint: 22794787

I am rejecting this response because:
After submitting my initial complaint Addidas sent numerous requests for information over the course of a month. (Instead of asking for all of this info in the initial response)
I then explained that I thought this was a tactic to wear me down with the hopes I would not respond.
They then responded they would reply to me directly not through the BBB.
Their solution was to give me 30% off a new pair of online shoes online, leaving me to also pay for shipping.
Ironically when I went to their website, I found everything on the site was 30% off (see attached screen grab, keep in mind I could not stack this discount) Thus they did absolutely nothing for me after I purchased a pair of defective shoes. (This shoe was CLEARLY defective, and I wore them less then 6 times golfing.)
I have spent and inordinate amount of time on this as they have tried to wear me down. This company is not only unprofessional it is a disgrace they can sell defective shoes, not reimburse clients or be held accountable for actions.
Thank you for your assistance with this matter.
Sincerely,

******* ********
Business Response
Date: 02/25/2025
Hello *******,
In order for us to better assist you, we will need the purchase receipt as proof of purchase.
We have assisted as best possible.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 02/25/2025

Complaint: 22794787

I am rejecting this response because:I am rejecting this response because as I stated on January 10th I do not have a receipt for these shoes. I had purchased the same pair before and liked them. I then purchased these and stored them until I needed them, (never intending to have to return them) I used them 4-6 times when they fell apart. It is quite obvious they are defective as they cracked. on top. This is not a place normal wear and tear would happen. This is quite obvious if you look at the pictures..
Addidas, I am very unhappy with your lack of professionalism. This has been going on for weeks with you asking for additional info each time, trying to wear me down. Obviously, it would be more professional to address the requests all in one original email.
Please reimburse me or send me a replacement pair.

Sincerely,

******* ********
Initial Complaint
Date:01/08/2025
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.
On October 15, I was issued a refund by an adidas store. This refund never reached my account. I called the **********************, who told me to contact my bank. The bank filed a claim but told me they couldnt see anything on their end and to contact adidas again. The claim was denied, and I contacted adidas corporate, who told me to contact my bank. I went back and forth contacting each party several times with new information, and eventually, they all basically told me that they cant help.
Business Response
Date: 01/17/2025
Thank you for contacting adidas through the Better Business Bureau.
We are currently still awaiting a response from our payment team.

Once we receive that response we would be able to follow up with you.

Sincerely,

Consumer Relations

adidas America
Initial Complaint
Date:01/06/2025
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 purchased a $100 gift card directly from adidas online on December 29. The gift card was received and the online balance checker says it has $100 on it, however, when I try to use it to purchase a pair of $100 shoes I just get an error that says "Payment failed" "Your payment was refused. Please try again using an alternative card or payment method." I have attempted contacting adidas customer service about this issue and they just tell me to try another browser, try again later, try using the app, and the best suggestion - make sure I am shopping on adidas.com. I have been trying every day since December 29 to spend this $100 gift card across three devices, multiple browsers, and I did try the app. I provided their support with multiple screen shots of the same error. They do nothing to help me and nothing to make it possible for me to actually use the gift card I spent money on.
Business Response
Date: 01/08/2025
Thank you for contacting adidas through the Better Business Bureau.

Can you please provide your gift card number in order to further look into the matter.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 01/08/2025

Complaint: 22776999

I am rejecting this response because:
Adidas has requested the gift card number which is *******************.
As I have already stated, the balance of the gift card shows $100. The issue is that adidas.com rejects the gift card as payment despite recognizing the balance and deducting $100 from the total bill. I cannot use the gift card.

Sincerely,

****** ****
Business Response
Date: 01/22/2025
Thank you for contacting adidas through the Better Business Bureau.

We have already resolved the issue on your gift card.

Kindly attempt to make purchase once again and if any issue occurs please feel free to contact us.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:01/06/2025
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 was triple charged by Adidas by an order I placed on December 23, 2024.On 12/23/2024 I placed an order for Adidas Samba shoes that cost $100 using their website. The first time I tried to place the order, I received an error message saying that the site believed I was a robot and therefore could not complete my order. It said that since it had recently introduced a new item that many bots were trying to buy up as many products as possible so to protect customers I should clear my cookies and try to place the order ********, I cleared my cookies and cache and tried to place the order again, but received the same error message saying that the system showed that I was a robot and therefore would not process my ********, I later tried to place the order again this time using my cell phone and was able to successfully place my order. I then received my Samba shoes in the mail about a week later.However, when I checked my credit card statement, I saw that Adidas had charged me 3 times each for $100, even though I only received a confirmation that one order had been successful, and only receive one order in the mail.I have contacted Adidas but so far they have refused to reimburse me for the two $100 charges that were apparently caused by their website incorrectly thinking that I was a bot and not a human.I want the Better Business Bureau's help to get Adidas to refund me the $200 for the duplicate charges. I should have only been charged once for $100 since I only placed one order successfully and only received one pair of shoes.
Business Response
Date: 01/07/2025
Thank you for contacting adidas through the Better Business Bureau.

We see 2 successful orders were placed. The order numbers are AD938511771 and AD938511852. There are no other charges in our system.

We see a chargeback order number AD938511771 on 1/7/25. We are unable to take action on this order due to the chargeback.

To receive a refund on AD938511852, you'll need to return the product with the prepaid return label we've created for you.

Sincerely,
Consumer Relations
adidas America

Customer Answer
Date: 01/08/2025

Complaint: 22775907

I am rejecting this response because: I only placed one order and only received one order. I tired to place an order using Adidas's website and after I placed the first order for Samba shoes I received an error message saying that the website believed that I was a bot and not a human and was therefore not able to complete my order. So, I tired to place a new order and received the same message saying that the website believed I was a robot. I then tried to place my order a third time from a different device and this time was able to place my order. I only received one order confirmation and one pair of shoes, but I was charged multiple times due to a glitch in the system.
In this response, Adidas says I need to return the duplicate shoe order to get a refund, but I cannot return something that I never received. I only received one pair of Samba shoes.

Sincerely,

****** ****
Business Response
Date: 01/28/2025
Thank you for contacting adidas through the Better Business Bureau.
We have investigated your claim with ****** ***** has confirmed delivery of all 3 packages.
As a result of their investigation, we will not be issuing a refund for the delivered orders.

More information about your claim can be found at the ***** with the claim numbers below:
C-178073833 and C-177967665

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:01/04/2025
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 bought shows online from adidas (order # AD937227284) but they do not fit. The return system on the app and the website has not functioned for the 4 weeks since I received the shoes, though the same app/website allowed me to purchase new shoes. This is constructive interference of our purchasing agreement as they are acting to block my legitimate returns, as agreed in the purchasing agreement. I require a full refund for the shoes, immediately. I will be happy to also exchange for size 13 ultra boosts (black with black soles) which is a different model than I bought (I think the new model I tried is the problem with the fit and that going back to my old standby the size 13 ultra boosts will fix my issue). If there is a price difference, lmk.
Business Response
Date: 01/07/2025
Thank you for contacting adidas through the Better Business Bureau.

Unfortunately, we can not process an exchange for another item, only in size.

A return label has been sent to your email in order for you to return the item and be refunded.

Sincerely,
Consumer Relations
adidas America

Customer Answer
Date: 01/13/2025
Ok, I returned the shows and got an email acknowledgment that I will be getting a refund. So, ok, Ill go ahead and approve the response and close the case.

Thank you for your help!

Iago
Initial Complaint
Date:01/03/2025
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.
Purchased shoes on 12/17. According to adidas shoes were delivered on 12/20. Shoes not received by buyer, nor located anywhere near address. Claim filed with adidas customer service on 12/23. Called on 12/27, 12/30, and 1/3. We were told that they were checking with delivery service about the delivery. On 12/30 the delivery service uploaded a blurry image to prove delivery. The buyers name, address, and location of package were not visible due to the quality of the image taken by the delivery service. There was no update and no call to notify us of the outcome. Contacted Adidas again on 1/3 to find out the claim was denied. Adidas refused to provide a refund or replace the item that was ordered.
Business Response
Date: 01/07/2025
Thank you for contacting adidas through the Better Business Bureau.

We are sorry to hear you have had trouble finding your recently delivered package.

Although the carrier has confirmed delivery to the requested address, we understand orders can go missing.

We have refunded you for your missing shipment, please allow 2-3 business days for processing.

For future shipments, we encourage you to register for FedEx Delivery Manager .

FedEx 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 ***************************.

This is not the experience we want for our customers, please accept our apologies. We appreciate you being a loyal adidas fan.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:12/31/2024
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.
Hello,Returned items from this order. Items were delivered on December 2nd & i still havent received my refund.
Business Response
Date: 01/03/2025
Thank you for contacting adidas through the Better Business Bureau.

We apologize for the inconvenience this may have caused.

A refund was issued on 1/2/25, of a total of $104.13.

Please allow 2-3 business days for processing or depending on your financial institution, which can take up to a full billing cycle.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:12/30/2024
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.
Dear ************ December 8, 2024, I ordered a pair of shoes from Adidas' website on sale for $21. Today, December 30, I received an email stating my order was canceled, despite the shoes still being in stock on their website at a higher price of $62.This appears to be an unfair practice, as my purchase was made in good faith during the sale. I request the BBB investigate this matter and assist in having my order reinstated at the original price or provide an explanation for Adidas' actions.Thank you for your time and assistance.Sincerely,***
Business Response
Date: 01/03/2025
Thank you for contacting adidas through the Better Business Bureau.

We will reach out directly with accommodations to help reorder at the original price.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:12/30/2024
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 shoes from Adidas order numbers AD938472177 AND AD938472177 both purchases had 3 items each to a box. Both orders came at different times. Once received you can see that both boxes were tampered with. Adidas uses a beige and red tape well these boxes someone slit open the tape and took a pair of shoes out of each box and the poorly taped over the box with a clear piece of tape which I still have both boxes with the tape. Please see picture of one of the boxes which you can clearly see the clear tape used to reclose box. The reason I say it happened during the delivery process is because the flimsy tape wouldn't have lasted during shipping.
Business Response
Date: 01/07/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear that you did not receive all your items.
Can you please let us know which items you did not receive from your orders so that we can further assist.

Sincerely,
Consumer Relations
adidas America

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Adidas North America is NOT a BBB Accredited Business.