Retail Shoes
Adidas North AmericaHeadquarters
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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
- 1,461 total complaints in the last 3 years.
- 520 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/20/2024
Type:Delivery IssuesStatus: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 IssuesStatus: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 AmericaInitial Complaint
Date:12/18/2024
Type:Product IssuesStatus: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 AmericaCustomer 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.Initial Complaint
Date:12/18/2024
Type:Service or Repair IssuesStatus: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 sneakers and received a notification that they were delivered. I was home all day and checked around and they were not. I also searched my entire neighborhood. I contacted Adidas for a replacement. They told me to open a case with Lasership. I did and they made we wait 2 business days to tell me that it was delivered. I went back to Adidas and they told me they would not send a replacement order and they would open an investigation with Lasership which could take another 14 business days. I have spend hours on chats and phone calls with both Adidas and Lasership and neither seems to care or want to help. This is extremely frustrating as this was a gift.Business Response
Date: 12/18/2024
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear you have had trouble finding your recently delivered package. This is not the experience we want for our customers, please accept our apologies.
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 .
FedEx 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 ***************************.
We appreciate you being a loyal adidas fan.
Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 12/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. In response to their comments that the package has gone missing, the package was never delivered to my house as I was home and searched the neighborhood as well. The shipper was Lasership who has a reputation for losing packages as you can see from the majority of the hundreds of BBB complaints. By stating that I should sign up for ***** Delivery Manager (which I happen to have an account) it is ridiculous as they did not ship through ***** but used Lasership as I was clear in my complaint and Adidas also claimed they opened an investigation with them as well. Additionally, to be clear. I receive packages on a daily basis from multiple carriers without an issue. This was not delivered at all to me and Adidas gave me the run around telling me they would not issue a replacement and sent me to deal with their shipper. Their shipper was also unhelpful and told me to deal with Adidas.
Sincerely,
***** *******Customer Answer
Date: 01/09/2025
Hello,
The business stated they issued a refund for the $110 but they never followed through. I confirmed with my credited card company as well.
The ID number is ********.
Thank you for your assistance.
***** *******
Business Response
Date: 01/15/2025
Hello *******
We are sorry to hear about your experience you're still having with our customer service team.
After reaching out to our respective team we were able to locate the Acquirer Reference Number for your refunds.
It reflects on our end that a refund was processed for your orders.
Kindly get in contact with your bank once more to provide them with the *** number for your refund so they can further assist.AD938047122- 74443464355217229535967
This is surely not the experience we want our customers to have and we hope that the issue is resolved.Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 01/18/2025
Complaint: 22703204
I am rejecting this response because I contacted my credit card company and the $110 charge is still on my account and confirmed that NO refund was issued by Adidas. This is extremely frustrating.
Sincerely,
***** *******Business Response
Date: 01/29/2025
Thank you for contacting adidas through the Better Business Bureau.
Kindly get in contact with your bank once more to provide them with the *** number for your refund so they can further assist.
AD938047122- 74443464355217229535967
Credit Memo Reference Number: 501861554
Visa: 6770Please see attachment.
Sincerely,
Consumer Relations
adidas AmericaCustomer Answer
Date: 02/05/2025
Complaint: 22703204
I am rejecting this response because I contacted my bank ******** and they absolutely did not receive the $110 credit back for the merchandise I never received and Adidas claims it refunded. Adidas did not refund the money and a dispute is filed with my credit card under investigation for a second time as Adidas claims I did receive the merchandise when I placed the initial dispute. I absolutely did not receive the merchandise when their shipper stated it was delivered. I was home all day and this is apparently an issue that occurs with many customers with this shipper as you can see all the similar BBB complaints.Adidas does not stand behind their customers and has lied about investigations and refunds in this forum and to me on the phone. I have spent many hours fighting this issue and its very disappointing.
Sincerely,
***** *******Business Response
Date: 02/14/2025
Hello *****,
Thank you for contacting adidas through the Better Business Bureau.
We will respond to you directly with a resolution.
Sincerely,
Consumer Relations
adidas AmericaCustomer Answer
Date: 02/15/2025
Complaint: 22703204
Although you have stated that a refund has been provided for the merchandise that was never delivered, I still have not received it and have contacted my bank. I did review your earlier response and what you submitted as evidence but what you show is a credit to a card that does not belong to me and someone else's name.
Sincerely,
***** *******Business Response
Date: 02/24/2025
Hello *******,,
The order number AD938047122 you provided has the information that we sent you in the snip.
The name and credit card information given is what we have on the order number provided.
Refund has already been given from our end.
Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 02/24/2025
Complaint: 22703204
I am rejecting this response because I have not received the refund. I also checked my records and the order number is incorrect. The exact order number in question is AD938047121.
Sincerely,
***** *******Business Response
Date: 03/03/2025
Hello *******,
We have successfully process the refund for order number AD938047121.
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:12/17/2024
Type:Service or Repair IssuesStatus: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 two pair of pants for my terminal Ill father called back 5 mins later to try to either cancel or change the size I was told it was too late then I ordered two more pair of correct sizes and they came the day he passed and I mailed them back to the warehouse address on the box as they were no return label on the box and now adidas is telling me tey wont be able to return my money due to they need a tracking number and I have lost the receiptBusiness Response
Date: 12/18/2024
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear about your experience with our customer service team.
Please provide us with the drop off receipt from **** and address that these returns were sent to.
We will use this information to contact our warehouse and verify your return.
Sincerely,
Consumer Relations
adidas AmericaCustomer Answer
Date: 12/18/2024
Complaint: 22700327
I am rejecting this response because:
As I stated I lost the receipt from the post office I was in another state for my fathers funeral but I did attach the address where all four pairs of pants were mailed to in one box which was the warehouse
Sincerely,
**** ******Business Response
Date: 01/13/2025
Hello ****,
We are sorry to hear about your experience with our customer service team and to hear there was a delay in processing the refund for your orders that you had return to **.
The refund have been issued for both orders, 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:12/17/2024
Type:Sales and Advertising IssuesStatus: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 placed an online order on ****** order number AD928182482, I contacted Adidas multiple times about my missing package, they had going back and forth with ***** regarding my missing package ************ showed delivered on ******. At first adidas agent said my refund was denied because I did not request for signature upon delivery, when adidas does not provide that option upon placing the order, I was advice I had to contact ***** and request that service; mind you no where upon placing the order states that, I was given multiple excuses why my missing package refund continued to be denied. Upon contacting ***** I was advice once adidas denies the refund I can dispute the denial and adidas will also have to dispute the denial from *****, and upon disputing ***** will refund adidas to refund me. I did everything I was asked too, this is my hardworking money I gave to adidas not to receive the merchandise. Ive l purchased multiple times from adidas to receive this type of treatment. I had left it alone, but I don't think is fair that adidas and ***** are big companies and take advantage of their consumer. This should have been between both companies and not the customer. I have attached proof of all the multiple attemptsBusiness Response
Date: 12/18/2024
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear you have had trouble finding your delivered package AD928182482.
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 *************************** and 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: 01/02/2025
I receive a response from adidas stating I would receive a full refund, and have not yet received it.
Thank you
Business Response
Date: 01/07/2025
Hello ******,
We will respond to you directly with a resolution.
Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 01/13/2025
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:12/16/2024
Type:Service or Repair IssuesStatus: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 Adidas HANDBALL SPEZIAL SHOES on December 2nd online to pick up at the NYC flagship store. My purchase was $119.76 (Inclusive of Tax). I got an alert that the shoes were available for pick up on December 5th, so I went over, picked up my shoes and headed home. When I got home I realized the shoes were a bit too small, so I would have to return or exchange them. I checked out the return policy and it said as long as returns are made within 30 days you are good to go. Additionally, tags needed to be on and the shoes in good condition. I had never worn them so everything seemed good. On december 16th I went into the broadway store around 1pm to return the shoes with my mom because I had a surgery and needed some assistance. We went to the register and the man said that we can not return the shoes without the box they came in even though they are in perfectly good condition. He did say that i can exchange them out for something of the same value. So i spent 20 minutes trying on different shoes to see what would fit and finally found a winner. When we went back to the register the manager came over and told us nothing can be exchanged or returned without a box and the person who told us that probably didnt know. Since he was leadership he was able to make the final decision. We were frustrated because we just wasted time and now are stuck with shoes that dont fit. My mom said politely that it would be good to let his team know that that is the policy and I also mentioned it would be nice to have that clearly written online. He then proceeded to call my mom a b**** under his breath and we left feeling very upset.Business Response
Date: 12/17/2024
Thank you for contacting adidas through the Better Business Bureau. We are sorry to hear about your experience with one of our retail stores.
We have issued a return label. Please follow the return instructions in the email and drop your package off at your local ***** store.
Upon processing the return, a refund will be issued. Please allow 2-3 business days for your financial institution to process the credit.
Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 12/18/2024
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:12/15/2024
Type:Service or Repair IssuesStatus: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 two pairs of shoes and returned them via mail to adidas in August. I still have not received my refund for the items Ive returned. Ive called adidas about a dozen times requesting the refund and to know why it is taking so long. To date I still have not received my refund.Business Response
Date: 12/23/2024
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 order that was return to ***
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: 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,
****** *******Initial Complaint
Date:12/15/2024
Type:Service or Repair IssuesStatus: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 some shoes yezzy foam runners and they send me the wrong shoes and the wrong size I emailed them and they told me that they send the right shoes and they know for a fact but I ordered 3 shoes and the other two was the right pair .. they told me they not giving me the right shoes or my money back and gave me 15% off my next order because they know they was lying about sending the right shoes ! I still have the wrong pair shoes that they wouldnt take back. I uploaded the wrong shoes and the shoes I was supposed to getBusiness Response
Date: 12/23/2024
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 confirmed with the DC that the correct item was sent out.
We are not able to provide any refund.
Sincerely,Consumer Relations
adidas America
Initial Complaint
Date:12/13/2024
Type:Delivery IssuesStatus: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.
Ordered item in early November and did not receive the item even though it shows delivered, to where it delivered im not sure. I reached out to Adidas immediately regarding order AD935814387 and they told me to wait until December 2nd while they filed a claim with the shipping company. I reached out again on the 2nd and they responded they had no updates and were unwilling to assist in reshipping or refunding my order.Business Response
Date: 12/18/2024
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear you have had trouble finding your recently delivered package.
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.
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: 12/22/2024
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,
****** ******
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