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Business Profile

Retail Shoes

Adidas North America

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Adidas North America's headquarters and its corporate-owned locations. To view all corporate locations, see

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Adidas North America has 73 locations, listed below.

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    Customer Complaints Summary

    • 1,464 total complaints in the last 3 years.
    • 558 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/10/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I order from Adidas often and I have never had a problem with my order or delivery reaching me. On June 20, 2022, I placed an order on line for a pair of shoes. On July 1, 2022, I received a notification from. ***** and Adidas that my order had been delivered. When I got home that day the box was no where to be found. I have never had an issue before with my packages being delivered properly so I was a bit concerned when I didnt see the package. I contacted ***** and they stated it was delivered so I had to contact the merchant in the event it was not there. I contacted Adidas and they put in an escalation ticket to investigate. On August 2, 2022, I received an email from Adidas telling me that ***** said my package was delivered so its nothing they can do. I called and spoke to a customer service representative who told me that they have an agreement with ***** and they are to take their word on delivery regardless if the package cant be located by me. I spend a lot of money with Adidas and the fact that they are unwilling to either replace my shoes or give me a store credit or my money back is disheartening. At a minimum I would expect that level of customer service.

      Business Response

      Date: 08/17/2022

      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 has concluded that your package was delivered successfully. However as a one time courtesy, we will be providing a refund. We initiated the refund on 08/16/2022, 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 apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan. 

      Sincerely,  
      Consumer Relations  
      Adidas America  

      Customer Answer

      Date: 08/24/2022

       
      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:08/09/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered pair of sneakers (AD902438004 - this is the order number). ***** shows delivered on 08/05/2022 but the package is not there. I waited another ***** hours before filing a claim with *****. They eventually filed a claim and told me not to do anything and just wait. On 08/09 ***** delivery person came here to speak with me. He told me he left the package right on the desk and no one signed for it. I asked him then why it has an electric signature on it, he said he doesn't know. He told me to check the security cameras. I asked to get the camera footage and my request was denied because they cannot check cameras for a personal reason. ***** delivery person asked me to call the shipper and let them know. I called them, they said there's nothing they can do. How should I be investigating this lost claim? Clearly, Adidas is expecting me to deal with ***** and meanwhile when I call *****, they refuse to provide any information without a claim number which ADIDAS never gave to me. I called Adidas customer service. They are extremely rude, and they are unwilling to help.

      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. 

      We can see that a Lost Package Claim was filed for you. We will be reaching out to you individually for resolution.

      We regret any inconvenience this issue has caused.? 

      Sincerely,? 
      Consumer Relations? 
      Adidas America?

      Customer Answer

      Date: 08/31/2022

       
      Better Business Bureau:

      I received my refund 

       


      Sincerely,

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

    • Initial Complaint

      Date:08/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a pair of mens size 12 Yeezy Turtle Dove shoes on August 2, 2022. I just received my delivery today, August 8, 2022, and it is completely wrong. Adidas shipped me a pair of women's size 9 FluidFlow2.0 shoes. The shoes I tried for, and was successfully selected for, are extremely rare and hard to find. They are even more expensive in secondary markets than what they are at retail (which is not cheap, either!). Adidas has a VERY frustrating and confusing return policy and has next to zero live assistance. I sat on hold for nearly two hours trying to reach someone on the phone. I had to disconnect due to a work meeting coming up. Regardless, it should NOT take almost 2 hours to get to my call. I was able to reach someone (probably a robot) through chat support on the website, but the refund process was not made clear by them. Their chat, even when told you have a representative, is nothing but scripted replies. This company is an absolute nightmare to try and get anything refunded. I know I'm not going to get the shoes I should have at this point because they **** so badly at their jobs. I'll never recommend their shoes or services to anyone.

      Business Response

      Date: 08/16/2022

      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 recent order. 

      Please provide your order number for us to look into this further. 

       

      Sincerely,  
      Consumer Relations  
      Adidas America  

    • Initial Complaint

      Date:08/08/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a pair of Adidas Yeezy sneakers and they were shipped through ***** I requested a drop off location for my delivery because I wasnt going to be home and the shoes where still delivered to my address and signed for by someone I dont have a clue who it is and when I called ***** they. Said they opened a claim after like 2 was told there was nothing they can do to reach out to adidas so that they can refund me or resend the item which they wont do because they blame ***** so basically I lost 250 dollars and neither ***** or Adidas can help

      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 to hear there has been a delay in processing the refund for your recent order.  

      We can see a refund was issued on 08/23/2022, 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: 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:08/04/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered shoes and clothing for my 1 year old. Ordered same day delivery because we needed it for a trip.Week passes and they never sent anything. They finally sent an email saying it was delayed. They said it could take up to **** days.20 days have now passed with zero updates, no shipping and no resolution.They tell me they can't cancel order so I just have to wait. However long till they ship it. Again this was for a fast growing child who won't even fit it much longer and don't need since it's way way past the trip we needed it for. Horrible company, horrible customer service.

      Business Response

      Date: 08/16/2022

      Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with your delayed order. We are showing that the order you contacted us about ends in the numbers 2716. 

      This order only had a pre-authorization charge on it, there was no official payment captured. We have not officially cancelled this order, and the pre-authorization should reverse after 08/16/2022 if it has not already. Please reach out to your finical institution if you have not seen the reflected on the original form of payment. 

      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:08/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Entered for a drawing to purchase a pair of "Yeezy 350" shoes on 8/2/2022. I won the raffle and was charged for the shoes, however, the shipping address that I had entered when entering had defaulted to my previous address that is in another state. I immediately attempted to contact Adidas customer service and was on hold for over an hour. Attempted the next morning to contact customer service via phone and was on hold for 45 minutes and gave up again. I was finally able to contact a customer service agent 8/3/2022 evening and explained my situation. I was told to contact the shipping company direct but explained that only the shipper (Adidas) can update the shipping address. I requested to speak with a supervisor and was on hold for a long time before being transferred to a voicemail box. I called back to customer service and was on hold for a long time before connecting. Explained my situation again to a customer service agent who was very rude and apparently upset that I asked her to speak up because she was speaking so softly. She then transferred me to a supervisor who blamed me for entering the wrong address. I explained to him that I indeed had entered my current address when registering. He went on to chastise me for my alleged mistake and told me that two other customer service agents told me the only thing I can do is contact the shipping company and ask them to hold the package. I currently live in ***** and the package is shipping to Washington. I am not going to fly to Washington state to pick up a pair of shoes. I have never experienced this much of a hassle with other companies regarding correcting shipping addresses. Adidas does not value customer service nor it's customers.

      Business Response

      Date: 08/15/2022

      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. 

      We are showing that the order was requested to be delivered to Washington. Once an order is placed, there is a short window for cancellations but no changes are able to be made for security reasons. We apologize for the inconvenience.  
       
      Fedex determined the package with tracking number 8/12/2022 was delivered to the requested location on 08/12/2022. 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 3 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.

      Sincerely,  
      Consumer Relations  
      Adidas America  

      Customer Answer

      Date: 08/22/2022

       
      Complaint: 17668064

      I am rejecting this response because:

       

      I attempted to contact adidas at least 10 times immediately after receiving the email showing the wrong delivery address. Your call center was unreachable due to overwhelming volume. Furthermore, as verified by my credit card company, the billing address was also not linking to my credit card so I'm unsure how the transaction was processed. I definitely had the correct delivery and billing address listed in the app when I placed the order as I've previously stated.

      Sincerely,

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

    • Initial Complaint

      Date:08/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Placed an order in June 21, 2022. Order number AD138020140 for $271.89. I received notification that my order was delivered on 7/25/2022. I never received a package from Adidas delivered by ****** I waited to see if there was a delay then checked with neighbors and porches in our area. I reached out to Adidas on 7/26/2022 about the missing package and was informed that a case would be opened for me, Case Number ********. I also reached out to ***** and opened a claim, claim number, ************ that was closed on 7/30/2022 and i was informed to reached back out to the shipper for assistance. I contacted Adidas on 8/1/2022 and informed them of ***** response and was told they are currently still working on my investigation. I followed back up today, 8/3/2022 and was told by another Adidas rep that my case wasnt opened until 8/1/2022 and it can take an additional 14 business days to resolve. The rep also informed me that if ***** responds back to them started the item was delivered, they will be declining my claim and i will be out of the funds spent and items ordered.

      Business Response

      Date: 08/15/2022

      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 07/25/2022. 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 3 of our shipping limitations terms and conditions https://www.adidas.com/us/what-are-the-terms-and-conditions.html. 
       

      Sincerely,?
      Consumer Relations?
      Adidas America?

    • Initial Complaint

      Date:08/03/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi,I've placed an order for ******************************* Tennis shoes with order ID ***********. I've paid for the express delivery and the order was promised to deliver by Aug 3th with express delivery. On August 3rd on seeing the tracking status, I see the expected delivery date as Aug 5th. When I called customer service, they initially said I didn't pay for express delivery, then upon requesting to check one more time they said they can see that I paid. As I'll no longer be available at the address after Aug4th, I requested to cancel the order. The agent started saying they will not cancel the order and will have to return upon receiving the order. I paid for express delivery because I am traveling on Aug 4th. Because of them, now I don't have shoes by the travel date and they are not canceling the order. There will be no one to collect and return the order. The customer support is rude and did not answer my call after I tried a couple of times. Not delivering on a promised date even after I paid for express delivery is not at all acceptable and saying I didn't pay without checking the invoice properly shows the negligence that Adidas customer support shows towards their customers. I am requesting justice on this and a refund on my order, please.

      Business Response

      Date: 08/11/2022

      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 receiving order. 


      We can see a refund was issued on 08/11/2022 for your expedited shipping charge, please allow 2-3 business days for processing. Due to successful delivery of the order, Adidas is not able to provide a refund. The delivery date at checkout is an estimate and we do everything we can to meet this timeline, however delays with carriers do occur. 

      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:08/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a pair of shoes via the Adidas.com website on 8/2/2022. I qualified for free shipping, but opted to pay for express shipping so that it would arrive 8/5/2022 (vs. 8/9/2022 for standard free shipping). I never received an order confirmation. I attempted to use the chat function on the website (to request confirmation). The first two times, it said my order number was invalid. Subsequent attempts resulted in a message that there were no agents available. I logged back into my account and the order now says arriving 8/17/2022, yet I'm still being charged for shipping. All I really want is for the shipping charge to be reimbursed, but I can't reach anyone. I've tried calling a few times and the automated system just put me on a loop repeating the same menu options. I'm currently on hold and have been for about 45 minutes. I understand many companies are struggling with supply chain and logistics challenges, but if they can't provide the service I paid for, I want to be refunded.

      Business Response

      Date: 08/10/2022

      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 08/10/2022, 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:08/02/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      AD138127121 ORDER SUMMARY Products$345.00 Savings-$190.30 DeliveryFREE Tax$9.27 Total$163.97 (inclusive of tax)Total Saving$190.30 when I track the order it shows delivered but when I try to create a return its stating not delivered. expected delivery today. I just received this order on Friday and it appears defected and I am unable to generate a return because its states I can't return it. I have called customer service at ************** and no one answers. I would like to return the defected products for a full refund.Expected delivery:Tuesday, August 2 NO ITEMS TO RETURN/E*CHANGE You can no longer return or exchange the item(s) from this order because the return period has ended.We'll show your tracking link here when it's shipped Salah Squadra Training Pants SALAH SQUADRA TRAINING PANTS HE5043 Vivid Red L (Men's)$55 $27.30 ****** Marathon 2022 Long Tights ****** MARATHON *********************** Victory Blue / Magic Lilac *L (Women's)$95 $39.90 ****** Marathon 2022 Tuesday Morning Tee ****** MARATHON 2022 TUESDAY MORNING TEE HG8434 Magic Lilac *L (Men's)$40 $22.40 adidas Tiro x LEGO Track Pants ADIDAS TIRO * LEGO TRACK PANTS HC9799 Black / Green / Yellow *L (Women's)$60 $25.20 adidas Tiro x LEGO Jersey ADIDAS TIRO * LEGO ************* Green / Yellow / Bold Orange L (Women's)$45 $18.90 Swift Run * Shoes SWIFT RUN * SHOES FY2187 Core Black / Core Black / Core Black 4K (Kids)$50 $21

      Business Response

      Date: 08/10/2022

      Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with a delay in processing the return for refund on your recent order.  

      We can see you were later able to create a return, and they are currently being processed in our warehouse. 

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan. 

      Sincerely,  
      Consumer Relations  
      Adidas America  

    Adidas North America is NOT a BBB Accredited Business.

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