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

1,465 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: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.
On 7/19/2022, I placed an order (AD137904609) through the Adidas website for sneakers. I ordered two styles of sneakers, each in 2 different sizes, to determine which shoes I preferred and which size fit appropriately. On 7/26/2022, I received notification (from Adidas and from ****** that the order has arrived. Within 30 minutes of the package being marked by ***** as delivered, I checked for my package in my apartment building's locked package room. The package was, in fact, not there. I contacted ***** to report that the package was inappropriately marked as delivered as well as Adidas to let them know about the discrepancy. Adidas let me know that they opened an investigation with ***** to determine what happened to the package and that they would issue a refund once the package was confirmed lost; the ***** case number is C-76040839.On 7/29/22, I contacted ***** to check on the status of the claim. The ***** representative informed me that they had received an update from the local station this morning and that the package as determined "lost." I called Adidas to share this information. Despite putting me on hold and calling ***** themselves, Adidas at this point continued to refuse to refund me for items purchased but confirmed by ***** to have never been received. I spoke with a manager who informed me that they would not issue a refund unless ***** was more specific with their description of the outcome of the investigation, and that I would only receive a refund if Adidas was compensated by ***** after filing a claim.This is simply unacceptable. I am not asking for special treatment. As a consumer, I cannot pay for items that I did not receive. This is nothing like my experiences dealing with missing package situations with other vendors, who immediately issued a refund upon learning that the product was not received. I expect a refund. Consumers should beware of Adidas' exploitative practices and direct their business accordingly.
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 your order.
We can see that you spoke with a supervisor on July 29th regarding this LPC, but we see that you also created a return for this order on August 1st. Your items were received in our warehouse yesterday, August 8th, and are currently going through an inspection. This inspection process will take up to 21 business days and is listed on our website under the returns page https://www.adidas.com/us/returns. Once your items are validated, you will receive a standard refund to the original form of payment.
We apologize for the inconvenience you may have experienced and appreciate you being a loyal adidas fan.
Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 08/18/2022

Complaint: 17643366

Shortly after filing this complaint with BBB, the package showed up at my apartment building, presumably due to the benevolence of a neighbor who realized it had been mis-delivered. I promptly initiated a return, shipped back the merchandise, and received a refund. However, my initial complaint still stands. By all measures, how Adidas handles lost packages is unacceptable. To put the onus of a carrier's error on the consumer is not only a major disincentive to ever purchase from Adidas directly, but it is also unjust. If Adidas, a massive, multinational corporation, cannot rely on their contract carrier(s) to properly deliver customers' orders then they have a choice: to contract with another carrier or to write off the cost of refunded or re-shipped orders as the price of doing business in a competitive marketplace. But threatening customers with the full cost of merchandise that they never received--that they never could have received--is simply not a reasonable choice for a company like Adidas, and for that this complaint stands.

Sincerely,

*********************************
Business Response
Date: 08/25/2022
We are happy to hear that you were able to receive you item and get your return for refund resolved promptly. We appreciate the time you have taken to provide feedback in regards to our terms and conditions and carrier choice.
We work with carriers who work as hard to make sure that every package is delivered correctly. Inevitably some packages are misdelivered, in which case Lost Parcel Claims would result in approval and a full refund. When packages are delivered successfully, we cannot provide refunds or reshipments as the order is successfully completed. You can look at our full terms and conditions here: https://www.adidas.com/us/help/us-company-information/what-are-the-terms-and-conditions.
We understand that there are times where customers have more specific needs and we recommend that you 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 you have experienced with this order and will pass your feedback on to the correct teams.
Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 08/31/2022

Complaint: 17643366

I am rejecting this response because:

Sincerely,

*********************************
Initial Complaint
Date:07/27/2022
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.
My product (order AD135454942) was returned and received by Adidas on June 29th. Per their site, the maximum amount of days for a refund is 14 days. It's July 26th and I have yet to receive my refund of $129.63. I have chatted with associates on their site repeatedly and was told they would escalate my refund within 3-5 business days and I have yet to hear back. Today, July 26th, I called to speak directly with someone and was on hold for over 50 minutes. There were no available representatives to take my call. This is clearly not acceptable business practice. It should never take a business close to 30 days before issuing a refund. The chat icon is usually not available during business hours and when it is, I'm being disconnected. I'm only asking for what's due to me and that is a full refund on my debit card.
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 a refund was issued on 07/27/2022, 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:07/26/2022
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.
On February 1, 2022 I placed an online order at Adidas.com (Order #AD122837732) for two pairs of Ultraboost 22 Shoes. I reached out to Adidas customer care via chat support multiple times, notifying them that I never received my order. I have copies of the chat support transcripts for 3 separate conversations on the dates of 2/16/22, 2/23/22, and 2/25/22, where I was told that Adidas was waiting on Lasership to provide their investigation results. I was provided the following case and came numbers:Case #******** Claim #******** After over one month of no follow-up from Adidas or any status updates, I contacted Adidas customer service by phone at ************** on March 5, 2022. The rep I spoke with confirmed that Lasership had not provided Adidas with any updates or results of their investigation. The rep offered to call Lasership for me, and proceeded to place me on hold while they did. When the rep got back on the phone with me, he said Lasership told them that their delivery driver left my package outside my building on 2/02/22, and they marked it as delivered. I informed the rep that my delivery address is a condominium building with over 150 units in it and it sits on a very busy street, with both car and pedestrian traffic. There is a package receiving area in the lobby of the building, and if a package is just "left outside", which Lasership admits their driver left it, then the package was never logged in by building staff, and is more than likely going to get stolen. The rep apologized and said they couldn't do anything else. I receive many packages per week at my delivery address, and have never had an issue with *********** and the ************** delivering packages. Lasership admits that they just left the package outside of the building and did not deliver it inside to the building's staff.Adidas is Laserships client, and I feel Adidas should have rectified the issue, so I am seeking a refund.
Business Response
Date: 08/05/2022
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.

LaserShip determined the package with tracking number 1LSCXON000NNW8N  was delivered to the lobby of your building. However, we will be making a one time exception and providing you with a refund. We processed the refund 08/05/2022, please allow 2-3 business days for processing.
Please note that for future orders, Adidas is not responsible for stolen packages. If you have additional questions regarding shipping and delivery, please visit section 7 of our terms and conditions here 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: 08/15/2022

Complaint: 17628872

I am rejecting this response because:

I received a refund from Adidas back to my original payment method, PayPal, on 08/05/22 in the amount of $190.94.
The amount of my purchase on 02/01/22 was $381.88. The refund Adidas issued on 08/05/22 was only 50% of the total February 1, 2022 purchase amount.
I am rejecting this response because Adidas still has not refunded the remaining $190.94.
(Attached is a screenshot from my PayPal account showing that Adidas only refunded $190.94 on August 5, 2022, not the full amount due of $381.88)
Business Response
Date: 08/18/2022
We apologize for the not completing the refund correctly. We can confirm the rest of the refund was processed 08/18/2022. It should take 2-3 business days to process.

We sincerely regret the oversight in this refund and appreciate your loyalty to Adidas.
Sincerely,?
Consumer Relations?
Adidas America?
Customer Answer
Date: 08/25/2022

Complaint: 17628872

I am rejecting this response because:

The business did not understand the issue I raised in my previous rejection. The total refund that was supposed to be issued was $381.88.
On 8/05/22 I received a refund back to my PayPal account from the business in the amount of $******. This amount is only half of the $381.88 that was supposed to be refunded (****** divided by 2 equals ******). After the business refunded the $****** on 8/05/22, that left a remaining balance of $****** that was still supposed to be refunded.
I rejected the businesses 8/14/22 response because they refunded me $****** less than what was supposed to be refunded. I explained in my response to the rejection the issue of not being refunded the correct amount.
On 8/18/22 I received another refund back to my PayPal account from the business in the amount of $95.47. This amount is yet again only HALF of what was supposed to be refunded. I was supposed to be refunded $******, yet I was only refunded $95.47 (****** divided by 2 equals 95.47).
I am attaching screenshots from my PayPal account showing the August 5th refund in the amount of $******, as well as a screenshot of the August 18th refund in the amount of $95.47.
The business, Adidas, still owes me a refund in the amount of $95.47; I am rejecting this response until they refund me the $95.47 owed


Business Response
Date: 09/01/2022
We sincerely apologize for the delay in the final processing of this refund. There was a slight system error, but the final refund was processed 9/1/2022. We are very sorry we did not catch this error before you had to follow up again.
Sincerely,
Consumer Relations
Adidas America
Customer Answer
Date: 09/06/2022

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:07/26/2022
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 placed an order with Adidas on 6/20/22. I purchased a pair of shoes from the company. Adidas emailed me with tracking and est. delivery date for the 6/26/22. On 6/26/22 I contacted Fed Ex and Adidas to question the location for package. I was advised by both businesses to wait a period of 3 days to confirm that the package was going to be delivered or lost. I waited and contacted Fed Ex on 6/30/22, which they confirmed the package was lost. I followed to contact Adidas and advised them the package was lost after confirmation by Fed Ex to me. Adidas then proceeded to state that an investigation had to happen and if there was still no movement of the package by the given date of 7/7/22 they would process the payment refund. I contacted them on 7/8/22 to confirm that Adidas started the refund process. Adidas said it would take 21 days till the next credit card billing cycle to be refunded. I question that because the shoes were purchased through a DEBIT card and NOT a credit card. Chat adviser *********************** didnt know how to help me and said shell contact me back within ***** hrs w/response. Which never happened. So today 7/26/22 I called Adidas to get a response and the representative said the case manger noted that the last update was 17hrs ago and the case is still being investigated. Which doesnt make sense because adidas agreed to refund me on 7/8/22. Why is the matter still being investigated? When I asked the rep. to speak w/the case manger or someone higher on the ladder the rep. proceeded to state that would not be possible and Ill be ending the call and just simply hung up. I am extremely frustrated with the company I have been able to get the resolution I want and deserve from the company. Order#AD901975368 Price $250.70
Business Response
Date: 08/05/2022
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 lost order.

We can see a refund was issued on 07/29/2022, and should have processed by now. If you are not seeing this reflected on your account, please reach out to your finical institution for further assistance.
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:07/26/2022
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 ordered a pair of shoes and found them to be a little snug so I started an exchange for the next size up. They had it in stock so everything was fine. I sent my shoes back in and waited for my exchange. They received my shoe back at the warehouse. The new size I wanted was still in stock at this point but supply was low. Days keep passing without them sending the new pair of shoes.They waited until they sold out of the new size, cancelled my order, and kept my original shoes. I was so disappointed at how poorly they handled the process. The fact that they can't place a hold on a new size during an exchange or contact me if I want to keep my original shoes is ridiculous.I tried reaching out to support and they were incredibly unhelpful and apologetic. After working through the chat function, 2 phone agents, and a supervisor (that they said would call me back in 24 to 48 hours) they only help they could offer was a 15% off coupon. The website regularly has discounts at least at that level, and even currently has a 30% sale for everyone. They coupon they offered had negative value. Of course all coupons can't be combined so their solution was for me to pay more money for a product they won't sell me. It was insulting how they treated **** asked for another person to give feedback to because how they structure exchanges is c*** They offered to forward an email where I can give feedback, so basically just send my feedback to the trash. I got 2 emails soon after the phone call. One was blank and the second thanked me for my feedback that I hadn't yet sent. I still sent an email but I did not receive any type of response.Overall, it was a terrible experience with a company I really liked and a product I was super excited about. Now I doubt I'll buy from them again because I can't trust them to do right by their customers or even try to resolve the situation.I'm just so frustrated.
Business Response
Date: 08/05/2022
Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team and this order. It is our goal to process returns and exchanges as quickly as possible in order to make sure all of our customers have the best experience with their products and our brand. When we are unable to fulfill an exchange, we process a refund as the next best option.
Since the item is completely sold out and you have received your refund, we are unable to provide an exchange. We are sorry that we could not meet your expectations with this order and we will continue to work on our processes to prevent this from happening again. We have also reviewed the email you sent with your feedback and will be following up with the right teams to make sure it is heard.

We apologize for the inconvenience and frustration you experienced with this order. We appreciate you being a loyal adidas fan.
Sincerely,
Consumer Relations
Adidas America

Customer Answer
Date: 08/15/2022

Complaint: 17623918

I am rejecting this response because:
The company offered no decent solutions to make up for their mistake and had no intention of solving this issue for the long term. Their offer of a 15% off coupon remains incredibly insulting considering they had a 30% off promotion and constantly run promotion that exceed 15% on their site. Their 'help' was a coupon that effectively was worth negative saving. I'm still looking in the secondary market for this pair of shoes because support no longer responds.
Sincerely,

Niel
Initial Complaint
Date:07/25/2022
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.
(1) I bought gift cards from Adidas a while ago. When I bought the cards I was told they can be used in lieu of cash in store and on their website adidas.com (like any other gift cards from any other store).(2) Today I tried to use my cards to purchase a pair of men's "COURTJAM CONTROL TENNIS SHOES, size 10". On their website, it says: "30% off CODE SNEAKERS". Price before coupon is $90. After coupon the price is $63.(3) I tried to check out with the "SNEAKERS" code advertised on their website using aforementioned gift cards. After many tries, the site rejected my cards with message "Sorry - you've entered too many incorrect gift cards. Try again later, or check out without one"(4) I contacted customer service. They verified I had enough credit in my cards to purchase the shoes. They cannot explain why I was not able to use the gift card. I was told to (a) use their iphone app (b) use a different browser (c) try a different computer. None of which worked.(5) The issue was escalated. I received an email later saying **** cards are BANNED with promotion "SNEAKERS", a clear violation of the terms laid out when I purchased the **** cards. Email is attached below (6) Since I am not able to use my cards to purchase items I needed from their store, I demand full refund of remaining credit of my cards: $66.51.=== EMAIL FROM ADIDAS ===Thank you for reaching to us out.We hope this email finds you well.According to our resources, you cannot use a gift card as a payment method if you're going to use the code SNEAKERS. I'm sorry for the inconvenience however adidas.com offers many unique promotions and ******************* throughout the year. These promotions and ******************* are specific to their individual terms and conditions. Please feel welcome to reply to this email with any questions you may have and we would be more than happy to help. Kind ******** **************** ********************** Case ******************************._5003X2Xpb6j:ref
Business Response
Date: 08/01/2022
Thank you for contacting?Adidas?through the Better Business Bureau. We are sorry to hear about your recent experience with our customer service team. You are correct that promotions do not effect your ability to pay with a Gift Card. We are currently experiencing a technical issue causing some customers to have issues paying with a Gift card, and we are sorry to hear that you are also being effected by that. We have verified that you provided in case number 49172160 has $50 available on it. If there is another Gift Card you would like us to verify, please provide the card number.
We can assure you that we will follow up with the agents you spoke to. We have teams actively working on resolving this issue and hope there will be resolution soon. We will also be reaching out to the email you provided to the Better Business Bureau to replace the 30% you were attempting to use.
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: 08/10/2022

Complaint: 17623797

I am rejecting this response because:
To say it's a coincidental technical problem is clearly a lie. Every time there is a promotion (which merely brings your over 30% inflated price back in line with department store price), I have had trouble with your gift cards. EVERY SINGLE TIME. Your agent's email is just an admission of that apparent internal inconvenient fact. I want my money back on these fraudulent "GIFT CARDS".

Sincerely,

***********
Business Response
Date: 08/18/2022
We can assure you that this was a system wide technical issue that effected other customers as well. We understand the timing was inconvenient, but we have resolved the issue since your initial contact. Our gift cards are non-refundable as a part of the terms and conditions you agreed to when purchasing.
If you have further issues with your gift cards, we can look into other troubleshooting options.
Sincerely,?
Consumer Relations?
Adidas America?
Customer Answer
Date: 08/25/2022

Complaint: 17623797

I am rejecting this response because: either your explanation a lie or the email I received below is a lie. Your original explanation agrees more with my experience with your gift cards.
Either way your gift cards are a fraud. They have been, and continues to be, completely unusable during site-wide "promotions", which merely marks down artificially elevated prices to their normal street values elsewhere.
Refund the useless gift cards!

Sincerely,

***********

From: adidas **************** ********************** <[email protected]>
Thank you for reaching to us out.

We hope this email finds you well.

According to our resources, you cannot use a gift card as a payment method if you're going to use the code SNEAKERS.

I'm sorry for the inconvenience however adidas.com offers many ***************** and ******************* throughout the year. These promotions and ******************* are specific to their individual terms and conditions.

Please feel welcome to reply to this email with any questions you may have and we would be more than happy to help.

Kind Regards,

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

Case Number:49172160,

ref:_00D20mJS8._5003X2Xpb6j:ref
Initial Complaint
Date:07/22/2022
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 1 item for $253.59 from the adidas confirmed app on 6/20/22 . ***** marked the package as delivered 6/22/22. I was waiting for my package that morning so i had been on the lookout and had a clear view of my front yard. As soon as i got the notification as delivered I knew it was left in the wrong address. I went out to check and of course no package as the ***** truck did not pass nor stop by my house. I went ahead and contacted adidas and they said take it up with *****. I opened a claim with ***** then they said contact adidas. Contacted them again and was told they will now contact ***** and to give them a couple days and they would follow up. They did not . I contacted adidas for an update was told I have to wait another 2 days. Waited and nothing contacted them again and same thing multiple times . The last time I contacted them was today and the rep said ok still nothing from ***** Ill work on this and let u know . I try to be contacted with management for this ongoing issue but couldnt told me to wait 2 days to receive a phone call. Then a couple hours later after not getting a respond for weeks he emailed me stating ***** feels my claim is not valid. Stating ***** feels my claim is in not valid is not an acceptable response. Why did they not provide adidas the update in a timely matter. I had to contact them multiple times and they failed every time to help me. No package and only excuses with them then they blamed me. I was not provided a resolution after contacting them many times even when multiple reps said they would contact me with a resolution. It has been a month and I am still trying to get this solved. Its unfair that no one takes responsibility and they blame the customer for their mistakes.
Business Response
Date: 08/04/2022
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 588052852307 was delivered to the requested location. The driver retrieved the package from the incorrect address and dropped it off at the correct address. 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:07/21/2022
Type:Sales and Advertising 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.
Dear Sir/Madam ********* ORDER NUMBER: AD136506650 with a charge to my credit card -7/8/2022 ADIDAS US ONLINE STORE *********** - $65.93 Order date: July 4, 2022.Received confirmation for estimated delivery: July 7, 2022.On July 6th received a delivery update stating that the delivery would take longer.On July 6th received notification that order was on its way - Expected delivery July 12, 2022. Products have not been delivered. ***** Tracking system says Label Created on 7/7/21 - Showing no updates or other delivery information.Called twice to their customer center to see if there was any issue with my delivery. In second call I requested an order cancellation and refund. I had to buy those products somewhere else. Their response was to wait and that at the moment they can't issue an order cancellation and a refund. Their only suggestion given to me was to wait without a time limit.This problem hasn't been resolved. Please cancel the order and make a refund.Thank you for your attention to this matter.
Customer Answer
Date: 07/29/2022
Dear Resolutions Specialist,

Regarding the complaint ID ********, I just wanted to let you know that the products I ordered from Adidas were finally delivered. I received them on 07/27/2022.

I'd like to withdraw the complaint.

Thank you for your attention to this matter.
Initial Complaint
Date:07/21/2022
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 purchased two pairs of adult slides from their online site. I received in the mail a large box containing ***** pairs of toddler tennis shoes (my slides were not included). I called the company to have them send someone to pick up the large box and send the correct items. Due to this mistake, one of the products I ordered was out of stock and they had to cancel my order. I returned the box of incorrect merchandise (which did not even have a packing slip in it), and expected my money to be returned asap. It has been a month and I still dont have my refund. I have spoke with them 3 times since returning the merchandise and each time they tell me they will put a rush on my refund but I still dont have it.
Business Response
Date: 07/27/2022
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 07/22/2022, 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
Initial Complaint
Date:07/21/2022
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.
Item still has yet to be delivered, ordered July 5th. They had an issue with a ********** warehouse. I have asked multiple times to be refunded and they refuse to refund my money despite no item received.
Business Response
Date: 07/27/2022
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 your recent order. The warehouse experiencing this delay has been able to catch up.

We can see your order was delivered 07/25/2022.

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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