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

1,462 total complaints in the last 3 years.
535 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:12/28/2024
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 returned $1993.48 worth of goods back to Adidas, following their return protocol exactly. The original purchase were made using gift codes so I'm unable to do a chargeback. I've reached out to and spoken with Adidas representatives on numerous occasions over the past several months. They've been unable to provide any recompense.
Business Response
Date: 01/07/2025
Hello Magellan,

We are currently still awaiting a response from our Warehouse.

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

Sincerely,

Consumer Relations

adidas America

Customer Answer
Date: 01/07/2025

Complaint: 22740522

I am rejecting this response because I've been getting the same runaround from their team for months. They've failed to look at all of the evidence I've provided and take responsibility for their shortcomings. I've exhanged 50+ emails with them. I've provided all the information necessary in my claim to BBB and I'd like to demand fair recompense from Adidas. They're notorious for these issues.

Sincerely,

Magellan *****
Business Response
Date: 01/24/2025
Hello Magellan,
We have provided you with a refund for the items that you had sent back to us.
We verified with our warehouse and all items were not sent back so we couldn't refund you in full.
We will reach out to you directly with a resolution.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 01/25/2025

Complaint: 22740522

I am rejecting this response because: Adidas is claiming that "all items were not sent back so we couldn't refund in full" but that's not factual. I returned all items, amounting to just shy of $2,000. They're warehouse logistics team has failed to properly account for the items. I've been going in circles with them for months. They've previously acknowledged the failures of their warehouse team which is why it's unfair for them to suddenly claim they didn't receive all the items. Try asking them which items, specifically? It's all bogus.

It looks like they sent me a $500 gift card. They owe me roughly an additional $1,500 to close this matter. Upon received that amount, and only that amount, will I conclude this case. I spoke to a representative of their team over a week ago and was told I'd receive this resolution in 24- 48 hours. They never followed up. It's not okay.

Sincerely,

Magellan *****
Initial Complaint
Date:12/28/2024
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 purchased a pair of shoes and socks on Nov 25th. My package was supposed to arrive on the 3rd. The box was light and there was transparent tape on top of the regular box tape. When I picked up the box, it was super light and when I opened it, there was nothing but the empty shoe box and no socks in it.I filed the complaint with Adidas that then pushed the blame on ****** I just want my shoes and socks that I paid for. I don't know how else I'm supposed to prove this. I took photos, photos of the box, everything. I asked if they have footage of the packaging so they can check when the shoes were removed from the box but they didn't send me any of that and said there's nothing they can do.
Business Response
Date: 01/15/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear about your experience with our customer service team and to hear that you did not receive your items due to a claim of a tampered package.
A refund has been issued, 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: 01/15/2025

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:12/27/2024
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 ordered a pair of sneakers from their website, for store pickup/deliver to store. They were suppose to arrive on Tuesday before Christmas as they were a Christmas gift. I went to the store Tuesday to pick them up. I was told they said arrived in the system, but they could not find them in the store. The manager told me she would put it in the system as unable to locate and for me to call customer service to process the refund. Today I got in contact with customer service and they refuse to process said refund. So basically, I paid for something I NEVER got and now adidas is refusing to give me my money back. The customer service *** I spoke to online was Palapal. This person was rude and no help at all and worst part is this *** just ended our chat without warning! Worst customer service I have ever received period. I want my $49.10 back
Business Response
Date: 12/30/2024
Thank you for contacting adidas through the Better Business Bureau.

We are sorry to hear about your experience with our customer service team.

We have released the authorization hold.
Kindly allow 2-3 business days or a full billing cycle.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 01/02/2025

Complaint: 22735370

I am rejecting this response because:
once I am reimbursed I will drop complaint as of now still nothing

Sincerely,

******* ************
Business Response
Date: 01/15/2025
Hello *******,
We have already reverse the payment done for your order.
Since the order was canceled, it was only a preauthorization hold which should have already fallen off
Please reach out to your bank for further assistance.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:12/26/2024
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.
ORDER NUMBER: AD936969273 order was returned due to the fact that the shoes did not feel/look as expected.I recently received a refund to my egift card but it was only partial.Order total was $215.71, I used a e-gift card of $175.20 and paid the remaining with my debit card for $40.51. I was refunded only $93.07 (to a e-gift card) so I am missing a $122.64 refund, the $40.51 and $82.13 e-gift card.I was promised my full refund and not even given half actually.
Business Response
Date: 01/15/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear about your experience with our customer service team and to hear there has been a delay in processing the refund for your recent order.
We have refunded this order in full whereby $40.51 went to your credit card and then we issued two electronic gift cards for the amount of $82.13 and $93.07 which was sent directly to your email.
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:12/23/2024
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 12/6 i placed an adidas order for two pairs of shoes as a christmas gift allowing plenty of time for it to arrive. On 12/10 a photo shows it was delivered to a package locker, however I never received the package or alert of it being delivered around my complex. I contacted adidas to let them know it was not correctly delivered, they set up a claim - great. Well later the same day, I get a voicemail from a woman letting me know she received my package delivered to her by mistake in a nearby neighborhood, and that she contacted adidas to figure out what to do. This woman- ****** *. said adidas allowed her to keep the package due to the issue instead of returning it to them or me and she wanted me to know in case I was looking for it- I then follow back up with adidas who tells me, yes a woman contacted them and was told they could keep my order however they couldnt refund me yet and i had to wait 20 days for investigation. What investigation?? Into an order you have proof didnt arrive and that on top of it you told a stranger to just keep on my dime? Coming out of my wallet? If you do that, I expect a company to refund me or at least offer a replacement. Instead ** was provided a coupon code for 10% off for my next purchase but guess what? The two styles of the pairs i ordered were excluded so it was useless and to top that off, they were both out of stock for me to rebuy. Horrible service and right before the holidays knowing these were a gift. My first and last order with adidas. Still waiting on any claim status and no refund has been processed. Please give me my money back!!!
Business Response
Date: 12/26/2024
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear you did not receive your order.
We have issued a refund .
Please allow 2-3 business days for your financial institution to process the credit.
This is not the experience we want for our customers, please accept our apologies.
We appreciate you being a loyal adidas fan.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 12/26/2024

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:12/22/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made an exchange attempt with adidas.com after they sent me a damaged product. I followed all their steps and received notification that they would send my exchange item out within 4 business days. They received my damaged item, with tracking proof from them and shipper, on November 29th. As of today, December 22, they have denied any request to fulfill the exchange. Their website and app show the item is in stock. I also spoke to multiple customer service agents that they had them in stock and would send my item as soon as they received the damaged one in their warehouse. They then raised the price on the website of the product Ive been waiting for them to send me and when I asked them for an update on shipping they tell me they have no idea what is wrong and I need to keep waiting, 3 weeks of this same excuse and response by them and I still dont have my exchange in hand. They then email me and requested I cancel my exchange and purchase the product again at full price if I wanted the product. They still have not cancelled my exchange to refund my total, which they said would also happen on December 18th if they could not fulfill the transaction.
Business Response
Date: 12/23/2024
Thank you for contacting adidas through the Better Business Bureau.

We are sorry to hear your exchange is delayed.

We have cancelled the exchange and a refund has been issued.

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

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:12/20/2024
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.
Please see a summary of the dispute with full details in attached word ************* of Transaction: Jul 16th, 2024 Amount paid to business: $315.74 Merchant:Adidas.com Order Number:AD 930 886 536 Business to provide: Delivery of 2 x Inter Miami soccer jerseys Nature of dispute: Non-delivery of jerseys being disputed, therefore replacement products or refund not being offered by merchant. ***** have incorrectly marked as delivered.Attempt to resolve:Adidas has only referred the investigation to ***** information, but made no attempt to view information that supports non-delivery (as unwilling to provide email/mail for me to send). After their assessment of ***** information, they refused to provide me any information they obtained from *****. Advised they do not deal with theft of packages if I do not receive, but provided no evidence of theft to allow me to potentially log a Police report. As the building did not receive the package, Police are unable to log any theft report. Adidas refused to take responsibility for the non-delivery and said its ***** or Police issue. ***** refuse to provide any information as they said this needs to go back to Adidas. Adidas are unwilling to offer refund or take further action to resolve.
Business Response
Date: 12/23/2024
Thank you for contacting adidas through the Better Business Bureau.

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

Due to the status of the claim (Case Number : C-157299014) we are unfortunately not able to issue a refund. ***** confirmed delivery to the correct address and a signature service was not requested. As stated in our terms and conditions section 7 states; "As a result, the risk of loss and title for items purchased from this Platform passes to you upon delivery of the items to the carrier".

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 ***************************.
This is not the experience we want for our customers, please accept our apologies.

Sincerely,

Consumer Relations adidas America
Initial Complaint
Date:12/20/2024
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.
I ordered bad bunny gazelle indoor shoes from Adidas club. They were delivered via Fed Exp and a black suv took the box off of my porch. I have a video of the theft. My sister had a package delivered same day 2 hours before via *** and it was stolen. **** refunded her. Please note a police report was taken and the video was submitted to the police. Strange that both *** an Fed Exp was followed and somebody knew that these shoes were being delivered. I want my refund from Adidas because I have called and they won't address their problem of theft.********** ***** submitted by grandmother **** *****.
Business Response
Date: 12/23/2024
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear you have had trouble finding your recently delivered package AD934149493.
Although the carrier has confirmed delivery to the requested address, we understand orders can go missing.
We have refunded you for your missing shipment, please allow 2-3 business days for processing.
For future shipments, we encourage you to register for ***** 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 ***************************. Add other delivery manager information depending on carrier.
This is not the experience we want for our customers, please accept our apologies.
We appreciate you being a loyal adidas fan.

Sincerely,

Consumer Relations adidas America
Customer Answer
Date: 12/23/2024

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,

********** *****
$154.35 Refund
Initial Complaint
Date:12/20/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I am following up the status of my replacement card. I need this as it is a gift. Very disappointed as we haven't received an update nor should it be this difficult to either get a replacement or ********* gift card was ordered on December 3 and never arrived. It is now Dec 20 and this $50 gift card is a Christmas ******* the mean time I ordered shoes from Adidas that were delivered within 2 days.Adidas claims a gift card is a fast gift but mine is nowhere in sight and this has been a difficult process to obtain a replacement or refund. I keep getting bounced to different customer service people and no ********* is the responsibility of Adidas to fulfill their duty to provide the product advertisef and ensure it is delivered to the customet as per their claim of a rapid and easy gift.Sincerely,*****
Business Response
Date: 12/23/2024
Thank you for contacting adidas through the Better Business Bureau.

We are sorry to hear you have not received your gift card!

We will resend your gift card via email.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:12/18/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received two pairs of shoes in my sons correct size. None of the shoes would even remotely fit my sons foot. I literally could not fit his feet into either pairs of shoes. Again I chose the size that he wears in all adidas shoes and these werent even close to fitting. I called to return the items and the representative said no and then abruptly hung up on me when I asked to speak to a representative. I simply want to return the item and get my money back. These shoes are of no use to our family.
Business Response
Date: 12/23/2024
Hi ****,

We have issued you a refund for this order by a previous interaction with customer service

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: 12/23/2024

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.

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Adidas North America is NOT a BBB Accredited Business.