We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Adidas North America has 73 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/18/2022

      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 2 pairs of shoes totaling $297.85 from adidas.com, including an $8 charge to expedite shipment so I would receive it on 7/15. On 7/15 I received a text that it was delivered at 11:52am. there were no packages at my door and my neighbors had not seen it either. i checked around the entire building and there were no packages with my name on them. I contacted the chat line on Friday to let them know I didn't receive it and was told to wait as ***** will often **** the shipment as delivered but not deliver until the next day. i waited until Monday afternoon (7/18) and then called back. i was told that i could not be issued a credit because ***** had marked the item as delivered.

      Business Response

      Date: 08/01/2022

      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 590650910914 was delivered to the requested location on 7/15/2022 at 11:52 am. 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:07/18/2022

      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 recently made a purchase with Adidas online and unfortunately three of my units did not fit. I decided not to do a return on Adidas website due to my units were ship in separate packages and that would cause me to have two return shipping labels. Instead I reach out to Adidas **************** on 07/14/22 with all good intention to save Adidas *** by getting one return shipping label to send all my packages back to Adidas. The **************** Rep was pleased and she assisted me with this issue. I drop my returns to a ***** drop Box which is like a mail box on Saturday 07/16/22 around 5:20PM. ***** was due to pick up all packages at 6PM from the Drop Box mail box. As of Sunday and today I have on went onto ***** online to track the package and the tracking number doesn't come up. I contacted ***** but unfortunately their automatic system won't pass me to a live ***** Rep due to the tracking number is not valid. So I reach out to Adidas today 07/18/22 and per **************** due to me not having a FORM indicating proof that it was given to ***** live staff there is nothing she or her Supervisor could do for me. I lost a total of $101.50 due to ***** not scanning my return and Adidas doesn't care at this point. Due to this bad experience I will not shop with Adidas going forward and I will make sure family and friends know what poor customer service experience I receive. The **************** or Supervisor didn't even attempt to contact ***** who are their carriers. It clearly shows this company only care about their money and not trying to keep customers!!

      Business Response

      Date: 07/26/2022

      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 07/20/2022, 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:07/17/2022

      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 bought 2 pairs of shorts that have torn / worn in the exact same location. I filed a warranty claim with Adidas and they wont return it for defect. Either give me a credit back or Ill never buy adidas again. Im 40 and bought your athletic wear since I was a kid. Your choice.

      Business Response

      Date: 07/21/2022

      Thank you for contacting Adidas through the Better Business Bureau. We looked into your case and saw that this purchase was made over 6 months ago. Our warranty on apparel items is 6 months. 

      Due to the fact that the purchase was made in 2021, this purchase does not qualify for our warranty.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: 07/27/2022

       
      Complaint: 17579294

      I am rejecting this response because: its unbelievable to have a known defect in your clothing and not stand behind it. 

      Sincerely,

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

    • Initial Complaint

      Date:07/15/2022

      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 recently ordered two pairs of shoes from Adidas order number AD136613503 for my son my total was $96.32. I paid for three day shipping and a label to be shipped was created on 7/6/2022 it was supposed to be shipped from a Adidas facility on that date or the next day. The facility where its shipping from is in ***********, **. I have contacted Adidas customer support more than 5 times 3 by phone the other 2 by email. All they could tell me is that my package has not left the warehouse they do not know when it will leave the warehouse or how long it will take my order after the shipping label was created was supposed to be here the 8th. Ive been asking for a refund all kinds of stuff and all theyre telling me is that I have to wait until I receive the package and then I can send it back and get a refund but they have no idea when its even gonna ship or when ***** is gonna even go pick up the orders they have also told me that this is happened to anybody who has placed an order from that facility since July 1 no one has received any of the packages from there they will not refund me they will not help me out they will not let me know when theyll be mailed its absolutely ridiculous and Im sure Im not the only one since they said that this is happened to anybody whos ordered there since July 1 but they said because the shipping label has already been created they cannot give me a refund even though the package is still at their facility and all they would have to do is go get the package and take it out of the box put it back on the shelf and refund me my money their customer service has been nothing but rude and inappropriate Ive only spoke to one girl who was somewhat helpful .

      Business Response

      Date: 07/25/2022

      Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team and 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  

    • Initial Complaint

      Date:07/14/2022

      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 purchase a shoes on 07/03/22 / Order Number # AD136464751 Until now the package still in the warehouse.I call customer services on 07/11/22. ******** services stated they have delay's on their order and will take 71 hrs to have update and resolve the issue.After three day no updates was send and was not resolve Today I call again and the customer services requested and 24 hrs to 48 hrs to resolve that issue.Adidas need to resolve this shipping issues and not wait for customers complaint about that.

      Business Response

      Date: 07/25/2022

      Thank you for contacting Adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team and 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 07/22/2022.


      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:07/13/2022

      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 two pairs of black Adidas Ultraboosts from the Adidas website since they were on sale. This was on June 9, 2022. The total cost of the order was $304. It says that it was delivered on June 12, 2022 but I never received it. I waited the recommended 3 business days to see if the package would turn up but it never did. I contacted Adidas and they told me that they would start an investigation into me not receiving the package. They told me that usually the claims are resolved in 5 to 7 business days. The investigation began on June 15, 2022 and still has not had any updates. I have contacted Adidas multiple times since then to see if there anything has happened and they continue to give me the run around. At this point, its been a month and I want them to stop playing around and just give me money back. This business is incredibly unprofessional and unhelpful whenever you have a problem, and if youre shopping with adidas, trust me, youre going to have a problem. For reference, my order number is AD134143675. Adidas really needs to get it together. They do not care about their customers and never will.

      Business Response

      Date: 07/20/2022

      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 1LSCXON000VQIS0 was delivered to the requested location on 06/12/2022. They also provided a picture that is viewable from the tracking link associated with this order. 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: 07/26/2022

       
      Complaint: 17563858

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 08/02/2022

      After being denied assistance with my lost package, I turned to reporting Adidas for having terrible customer service. Its been almost two months of waiting with little hope of my products ever turning up. This still really bothers me since I thought I could make a good investment in high quality running shoes, but I guess Adidas would rather just take my money. Ive spread the word around to friends and family about my situation with Adidas. I think its worth letting people know how careless such a big brand can be with its customers. Again, after months of investigation I never got any updates from Adidas about my order. However after taking it up with BBB apparently they claim there was proof that it was delivered. How come this was never brought up or discussed each time I reached out for help? This is terrible business on Adidass end and this will never sit right with me.

    Adidas North America is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.