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.
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.

Initial Complaint
Date:08/02/2022
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.
Bought a pair of sneakers online (order # AD136859209). Got the order, but size was not fitting as other companies, so decided to exchange it for a half size smaller. Got the exchange confirmation email instructions, stating that once the sneakers were dropped off, the replacement would be sent. Dropped off the box at one of the Adidas store. Got a delivered confirmation from ***** (tracking # ************), but I never got confirmation from Adidas that the replacement was sent. Automated phone service said a refund was issued, even though I never requested one, I simply wanted to exchange. Online it said the order would be delivered soon, but it showed the original order, the one that I had already returned, not the exchange. Tried calling customer service number on 3 different occasions, was on hold for 42, 38 & 51 min. respectively, no one ever answered. Tried using the contact agent online, it kept saying that no agents were available, and theres no customer service email, hence why I ************************* to this complaint. As of now, I have paid for the sneakers and have not got the exchange or refund or nothing, and its impossible to contact them. I just wanted to exchange my sneakers, should not be this complicated to buy something.
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 of your exchange.

We can see your exchange was delivered on 08/09/2022.

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: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.
4/25/2022: Purchased two pairs of shoes online from Adidas for $119.54. Received my shoes three days later but they did not fit. Contacted Adidas customer service to have the shoes exchanged for a different size. CS was unable to provide me a packing slip to return the shoes because of a computer glitch stating that my order had not be shipped. CS told me they were going to reach out to a different department to fix the issue and to call them back in a few days. I called every week since then to have the issue resolved and every week I was told that my issue is being escalated to a supervisor and to call back. 6/10/2022: Contacted Adidas CS and after some back and forth, I was able to get a packing slip in order to return my purchase for a full refund. I was told my return window was open due to this computer glitch that has not been resolved. I was told that once shoes have been received, I'll receive my refund in 7 days.6/13/2022: **** notified me that my return package was received by Adidas. 6/23/2022: Contacted Adidas CS to get a status on my refund. They claimed that they could not give me a refund or update because of the computer glitch and because I did not have the return slip to prove that I returned the shoes. Once I gave them the tracking number that Adidas provided me for the return and that it showed they received the shoes, I was told my issue will be escalated to a supervisor from a different department and they will follow ** in a few days. As of 8/2/2022, I have yet to receive my refund despite reaching out to Adidas CS multiple times.
Business Response
Date: 08/17/2022
We are working on a resolution to this issue right now. We will reach out to you via email to confirm the refund has been processed.
We regret any inconvenience this issue has caused.?
Sincerely,?
Consumer Relations?
Adidas America?
Initial Complaint
Date:08/02/2022
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 06/20/22 Order AD901967199 I placed an order and was charged, the charge was dropped from my bank then I was recharged never received a tracking number. I had to continue to call Adidas to check the status of delivery. I was given a tracking number and continued to check delivery status. Then about a week in a half from the order being placed showed delivered. I contacted Adidas to make them aware the order was not delivered. I called Adidas and was told Unfortunately a replacement could be sent because the item was sold out, however then can give me my money back I waited then called back and was told it was no longer 3-5 business days that it would take ***** business days, I contacted my bank they provided with a temporary credit of $250.13 while Adidas provided the refund. I continued to call Adidas regarding my refund and continue to provide different answers. I called today at 7:10 am and spoke to ******* and was told I would receive a refund in a form of a gift for $250.13. I made *******. aware I want my money back.
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:08/01/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 17, I ordered via the Confirmed app the Yeezy Boost 700 (Red) order number: AD901680067. I am a regular buyer from Adidas, however upon the delivery of this particular item, the ***** shipment arrived however, the box was tampered with (seal broken and retaped) and the Yeezy box was empty with no sneakers. I contacted Adidas immediately, which they advised that an investigation would be done and I would have my money back upon completion of said investigation. 2 weeks passed no word, I called Adidas again and was told the first agent misspoke and I would not get money back from Adidas however if the investigation was completed and they would find that the shipment was tampered with they (Adidas) would submit a claim to ***** which then I would get my money back. I proceeded to call ***** directly whom also gave me the run around. Eventually the investigation was completed and ***** denied my claim because Adidas failed to advise ***** that I did receive the shipment however it was tampered with and the items were stolen from the box. I contacted Adidas again and told them they need to refile the claim and state that the shipment was received however the box was tampered and the items (Yeezy boost sneakers) were stolen from the box. This was about 1 week and some days ago and still no word. I have no sneakers, loss my money ($283.08). I would still like to continue being an Adidas customer however this has been going on for almost 2 months and I want my money back or my sneakers. Can someone please refile the claim and advise ***** that the package was delivered but the contents stolen from inside the box?
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:08/01/2022
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.
First off i want to start out with i was very hesitant to order with this company as i ordered two years ago and received someone elses order and never received my order they ended up giving me a refund two months later after I called weekly and spoke to their managers. So I figured after two years they are still in businss maybe things have changed so I ordered these shoes on 7/25/2022 states would receive the shoes on 7/28/2022 called and spoke with customer service which hung up on me three times each time they checked the order number. I then spoke with an ****** who refused to let me speak to a manager then called back a fourth time and spoke with a **** who said you will be issued a refund and will have to re-order the shoes. I let her know of my issues in the past and let her know how I dont think that is right that I should have to wait two weeks to get the refund for the simple fact I ordered these shoes for my children for school which starts next week. Since I never received my product I am not about to go on and spend more money and then have to wait forever to receive my money back for refunds as they have not shipped or do not have the products. Also I could not find any other phone number to call corporate or general manager. NOT HAPPY WITH CUSTOMER SERVICE OR LACK THERE OF.
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 are always working towards improving our processes and preventing these experiences from happening once, let alone twice. We are sorry that we have not met your expectations again.

We can see a refund was issued on 08/01/2022 when you spoke with a supervisor.

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: 08/16/2022

Complaint: 17653428

I am rejecting this response because:

Sincerely,

*********************************** I want the product didn't want a refund so I'm rejecting their response as I said this has happened previously and they need to make it right by sending what I ordered this is not acceptable.
Business Response
Date: 08/23/2022
We do not have the ability to reship items. Since we can not provide you with the item you ordered, the supervisor provided you with a refund on 08/01/2022.
We apologize again for the inconvenience this may have caused you.

Sincerely,?
Consumer Relations?
Adidas America?
Customer Answer
Date: 08/30/2022

Complaint: 17653428

I am rejecting this response because:

Sincerely,

***********************************
Customer Answer
Date: 09/02/2022
I still want the product i purchased will not remove complaint until this is made right i didnt want a refund wanted the purchase that i bought. With this happening twice someone needs to do something regarding not furnishing the product that consumers purchase and just think a refund is okay its not this is bad business and they need to understand this
Initial Complaint
Date:07/30/2022
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.
I ordered a pair of shoes from adidas online on June 20th, 2022. The order number is AD902001728, and total amount is $233.44. The package had been shipped out on June 23rd, 2022, and the tracking showed that should be delivered on June 25th, 2022. But this package has never been received. I've contacted Adidas customer service, but they insisted that the package had been delivered. So they denied to do the refund of this lost package. At the same time, Adidas cannot offer any piece of proof to state that the package had been delivered to my address.
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 that you have a potential missing package.
Fedex determined the package with tracking number ************ was delivered to the requested location on 06/25/202. Due to the confirmed delivery, Adidas cannot issue a refund for this order. ******* investigation process is what serves as proof of delivery. You can refer to section 7 of our terms and conditions in regards to our shipping terms https://www.adidas.com/us/help/us-company-information/what-are-the-terms-and-conditions.
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:07/30/2022
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 from Adidas and never received any packages. I was told to file a complaint with the shipping company so they could investigate. Their findings was that they shipped it to my door. I then told them I'm on the 3rd floor so I'm assigned a locker at my apartment complex so that all my packages arrive in the office assigned to a locker so you weren't even suppose to ship anything to my door. I was then told to escalate it to Adidas. Adidas only refunded me for one package. I need a full refund because no package was delivery to me. I have since filed a complaint with the BBB and they agreed to refund me this is in regards to complaint #********. I have yet to receive my refund. Here is the order# AD132632024.
Business Response
Date: 08/09/2022
We have resent the email verification for the refund we processed on 08/04/2022. You should see a new email to the email used with the order today, 08/09/2022. We also resent the electronic gift card for the portion of your order that was paid for by gift card originally.
If you have not received the credit from your bank, please follow up with them regarding when the funds will be released.

Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 08/17/2022

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:07/30/2022
Type:Customer Service 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 pair of sneakers for $250.41 on 06/15/22 and I am still waiting for them. I never received a shipment notification when they were shipped but I did get a delivery notification on 6/29/22 but no package. I called adidas and was informed that their information states that item was delivered on 6/30/22 which is a discrepancy but shipper fed ex decides if I get a refund or not. A replacement was not offered. I explained to them that I have no business with the shipper. I paid adidas for my item and was given free shipping so adidas is responsible for my refund because I did not have any business with the shipper. I have been waiting over a month for a decision every time I call I am told 10 to 15 business days. I called today and was informed that the shipper denied my refund with no explanation. They informed me that I will not get my money back nor will I be given a refund because fed ex said so. I need a refund and an apology from adidas because they were negligent with my order. I called adidas on 07/05/22 and they did not proceed with my claim until 07/15/22 everyone I spoke with kept telling me ***** more days. Adidas is stealing from their customers.
Business Response
Date: 08/09/2022
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 sorry that there was such a delay in filing your Lost Parcel Claim. We will be following up with the appropriate teams to prevent this from happening again. Upon looking into your order, we can see that you purchased *****'s. Due to their limited releases, an option for reordering these shoes is not available. We apologize for the inconvenience.
Fedex's investigation process is what serves as proof of delivery. You can refer to section 7 of our terms and conditions in regards to our shipping terms and section 25 for the details of Hype drops https://www.adidas.com/us/help/us-company-information/what-are-the-terms-and-conditions.
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: 08/16/2022

Complaint: 17646367

I am rejecting this response because:there is no mention of a refund for my missing item. My item was expensive and due to someones negligence I do not have it and I am being denied a refund because fed ex says I cannot get one. I paid adidas and I did business with adidas not fed ex so I need a refund

Sincerely,

*************************
Business Response
Date: 08/23/2022
We are unable to provide you with a refund because ***** has completed their investigation. As part of our shipping terms and conditions, we do not assume the liability of goods once they are in the courier's possession and are not liable for lost packages, especially for stolen and damaged packages before and after confirmation of delivery. We want to apologize again for any inconvenience you have experienced with this order.
Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 08/30/2022

Complaint: 17646367

I am rejecting this response because: this is not acceptable you cannot just steal my money. I paid adidas for an item and the fact that you can acknowledge that my item was stolen and still deny me a refund is astounding. Adidas is not giving me my money back, nor am I getting a replacement, and thats really awful customer service because I have been a customer for many years I usually shop in ********************** and I have never had an issue with this company before and you lost a customer and I will be sure to tell all my friends and family to stop shopping at your stores because your company is greedy and have no compassion for your customers. I work very hard for my money and the fact that a multi million dollar company needs to steal from their customers is horrible. I was denied my right to speak to a supervisor multiple times so there was no communication. I was denied my right to ask fed ex why they changed it from approved to denied. I was told that it was approved then someone changed it to denied and everything was closed. Every time I called I was told call back in three days, then call back in 10 days, then call back in 15 days, then call back in 15 days then over a month later I was told that it was approved then when I asked when will I receive my refund I was told no that was a mistake it was denied. This is not okay

Sincerely,

*************************
Initial Complaint
Date:07/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a few items from Adidas, one of the items I was never made aware when it shipped I only received an email stating it was delivered about 30 mins after the package was left. Unfortunately the package was not outside when I went to check. I was unaware of the policy Adidas has where they steal your money when packages are stolen/never received. The first package that went missing was refunded, but when my next package was due to arrive the driver did not leave the package outside my residence as I was waiting for my package at the window. The package was labeled delivered but ofcourse no package was there. After a investigation from ***** my package was deemed lost. After contacting Adidas I was told I will not be getting my money back that the package showed as delivered. I am wondering how much Adidas has stolen from hare working Americans. I wish I was aware of this policy before. It's like noone cares that my packages were stolen, not even fed ex. I believe the world needs to know that Adidas is stealing money in this way. Imagine this, everyone wins but the person we actually paid for the item. Adidas gets paid the shipping peoe get paid, but yet I have no product. No wonder noone shops with Adidas. ****** learned thank God it was not an expensive one.
Business Response
Date: 08/09/2022
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 order has multiple tracking numbers and you have received a partial refund already. Please clarify the items and/or tracking numbers you have not received for further support.
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:07/29/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction: 6/25/22 Amount Spent: $233.20 The business committed to providing me an exclusive shoe *** NMD ANIMAL PRINT"The nature of my dispute is the promised item was never received.Adidas didn't do all they could to resolve the matter by simply honoring my request of either a full refund or replacement item, using a more reliable shipping carrier. Because the exclusivity of my order, I understand a replacement isn't an option. Instead they lacked accountability and forced blamed ***** for their negligence and refused to resolve the matter outside of *****'s lies of properly delivering said item. Also, note on my ***** account, I request all packages to not be left unattended, instead, take it to the desired drop off location noted.Tracking # AD902016065
Business Response
Date: 08/09/2022
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 588032518621 was delivered to the requested location on 06/27/2022. 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?
Customer Answer
Date: 08/16/2022

Complaint: 17643770

I am rejecting this response because: The item wasnt received.

Sincerely,

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

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Adidas North America is NOT a BBB Accredited Business.