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:06/16/2025
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 am writing to floow up on a return i made 2 months ago.I have already returned the items order number is AD940379546.but I have not yet received the refund>I contacted ADIDAS many times,but still didnt get my refrund
Business Response
Date: 06/17/2025
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 AD940379546.

A refund has been issued, please allow 2-3 business days for processing to the original method of payment.

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: 06/19/2025

Complaint: 23474489
Im rejecting this response because the refund amount is incorrect. I returned two items but only received a refund for one. Where is the refund for the other item? In total, I should be receiving $63.65.

Sincerely,

Sophie ****
Business Response
Date: 07/01/2025
Hello Sophie,
A refund was issued on 6/17/2025 for the amount of $62.48.
The refund was sent to a new gift card.
Please refer to your email for the new gift card information.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:06/12/2025
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.
I have repeatedly requested to be unsubscribed from Adidas marketing emails through their website and by direct communication with their privacy but they ignore and not do their job by unsubscribing. On May 21 2025i started unsubscribing , I received a written confirmation from Adidas stating that I had been unsubscribed and that no further marketing messages would be sent. Despite this, I continue to receive unsolicited marketing emails from Adidas.This has been ongoing for over two months, and the company has not honored their stated commitment to stop these messages. I believe this is a violation of email privacy and consumer protection laws (such as the CAN-SPAM Act), as I have not consented to receive these emails and have actively attempted to opt out multiple times.
Business Response
Date: 06/18/2025
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 were still receiving emails after you request to opt out.
We have resolve the issue on our end.
Kindly let us know if you receive any email after 6/12/2025.
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:06/12/2025
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 placed an order with Adidas my order number is AD941469454. I placed this order on May 5, 2025. I received an alert saying my order was delivered on May 10, 2025.. I contacted adidas and told them the order was not delivered to me. Adidas defaulted my order to my sons address who lives in **************. However, the laser shipping company still delivered my order to the wrong address.. I contact Adidas. I sent them of the address that they delivered my package to. I also sent them evidence of my sons address. It is now been over a month. Ive been contacting Adidas several times about this Also speaking with the shipping company and I still havent been able to get any resolution. I am very dissatisfied. This is not the first time that Adidas has done this. The **************** is disrespectful if you place an order with them, they dont refund you because the shipping company is telling them they delivered the package to the correct address and in fact, it was the wrong address I attach photos you can clearly see the evidence of where they delivered my order to which was the wrong address as well as as I attached a previous order that placed on Adidas and it was sent to the correct address and I received that order back in February. Its clearly the wrong address.
Business Response
Date: 06/12/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear that you did not receive your order.
The carrier has confirmed that the package was delivered to the correct address.
We will not be able to process a refund.
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: 06/15/2025

Complaint: 23459054

I am rejecting this response because: you can clearly see the pictures that it is the wrong address. I sent you a picture of the address that they sent it to which is clearly 124 N 1950 W apartment 120 SW. Salt Lake City, Utah
So please stop insulting my intelligence by telling me that it was delivered to the correct address.
It infuriates me that you’re not doing a proper investigation. Not to mention that I reached out to your customer service as well as your shipping company to inform them that that was the wrong address and please go back and retrieve my order.

Sincerely,

Kiett Baptiste
Business Response
Date: 06/24/2025
Hello Kiett,
We are able to provide you with an adidas gift card for the amount of the order.
Kindly reply and let us know.
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: 06/27/2025

Complaint: 23459054

I am rejecting this response because: just like you can offer me a gift card for the amount you can also just refund my money. Thank you so much. I would appreciate if we can clear this matter very soon.

Sincerely,

Kiett Baptiste
Business Response
Date: 07/03/2025
Hello Kiett,
We are only able to prove the refund in the form of a gift card on adidas end.
If you wish to take the matter further, kindly take it up with FedEx.
Please refer to our terms and conditions on our website
https://www.adidas.com/us/help/us-company-information/what-are-the-terms-and-conditions
section 7

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 07/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23459054, and find that this resolution is satisfactory to me.

Even though I’m willing to accept the gift card as a form of resolution. I am very much so still dissatisfied.. also I would like for Adidas to send me the information from FedEx because it wasn’t delivered by FedEx. It was delivered by on track delivery service.

Sincerely,

Kiett Baptiste
Initial Complaint
Date:06/10/2025
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.
My new shoes split across the sole pretty badly the fourth time I wore them. I wrote **************** for a return and received authorization. I received a tracking number and acknowledgement once they received my shoes. I received an email stating that as soon as 24 hours from then I would be getting a gift card code. I never received a gift card code. I emailed back. I got a response saying they'd request it again. I never got it. I checked all spam, promotions, trash folders, etc. I never received a code. They wouldn't tell me what address it's coming from when I asked. Now they are just ignoring me, They've got my shoes and the money, and that's theft in my book.
Business Response
Date: 06/12/2025
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 are not able to find the gift card information sent to you.
We have resent the gift card information to your email.
Kindly let us know if you receive that email.
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: 06/12/2025

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.
I would like to note the passive aggressive tone of all of their communications and will never do business with them again.

Sincerely,

***** ******
Initial Complaint
Date:06/10/2025
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 a pair of **** ***** shoes Mens size 9. I wore them, but not everyday. A sizeable hole has popped through the heel and the shoe now squeaks when I walk. I went back to the store where purchased that normally takes back returns but was told to contact the manufacturer instead.
Business Response
Date: 06/12/2025
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 see your product did not last as long as it should have.
Please reply to us with photos showing the defect in the shoe and also a photo of the itemize receipt from the store.
If the item was purchase online, please provide us with the order number.
This is not the experience we want for our customers, please accept our apologies.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 06/12/2025

Complaint: 23448258

I am rejecting this response because:
Attached is a photo of the bottom of the show where the heel is damaged. I do not have a copy of the receipt.

Sincerely,

***** ******
Business Response
Date: 06/24/2025
Hello Oscar,
Since you dont have the receipt, can you kindly provide us with this information

A photo of the size tag, stitched inside the item, that will show the article number (6 digit numeric or alphanumeric code) and production date (in the form of mm/yy)

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 06/24/2025

Complaint: 23448258

I am rejecting this response because: attached is picture of ***** inside shoe

Sincerely,

***** ******
Business Response
Date: 07/03/2025
Hello *****,
We will not be able to process a warranty on this item as it is out of our return window as well.
We will respond to you directly with a resolution.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:06/07/2025
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 1/6/25 I ordered RUNFALCON 5 RUNNING SHOES for $43.00 in Core Black Article #IE8828, received on Thursday, January 8, 2025 I received order number AD938826462. However, this company, is charging my Discover Card twice. I want the additional $43.00 refunded back to my card. I contacted Adidas, they did not accept their mistake and blamed it on my Discover Card. I called Discover, they explained that Adidas put the extra charge. I don't care, I want the additional $43.00 back to my account ASAP!
Business Response
Date: 06/10/2025
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 were double charge on your account.
Please provide us with the dates of the two charges as we are only finding one charge which dates back to 1/8/2025.
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: 06/16/2025

Complaint: 23439769

As per the requested information, I have attached the charges made to my Discover Card ending 7958. As shown on the statement attached, I was charged $43.00 from Adidas on 15/25 and 1/7/25. I was later issued a temporary credit, which was later reversed. I agree that a purchase was made; however, it was one order and not two, which is the reason for this complaint.

Sincerely,

Katerina Trabazo
Business Response
Date: 06/25/2025
Hello Katerina,
We were able to locate the two charges using the last 4 digits of the credit card number provided.
The charges are for two orders which are AD938729309 and AD938826462.
Both orders shows delivered to your address on 1/7/2025 and 1/8/2025 respectively.
The orders are for the same shoe in different sizes.
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: 06/26/2025

Complaint: 23439769

I am rejecting this response because: since January of 2025 I’ve been going back and forth with Adidas regarding this issue. Once again, I did NOT make two orders, I only made ONE purchase for $43.00 and should not have been charged for two. Whether there were two deliveries or not, is not my fault or problem. I did not authorize Adidas to charge my card for any additional purchases; and, it is for that reason I am requesting a refund for an unauthorized second charge of $43.00. Furthermore, upon speaking to an Adidas representative over Chat, it was my understanding that Adidas acknowledged

I never made a second purchase. Therefore, there are inconsistencies with the responses I’m receiving from Adidas.

Sincerely,

Katerina Trabazo
Business Response
Date: 07/03/2025
Hello Katerina,
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: 07/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23439769, and find that this resolution is satisfactory to me.

Sincerely,

Katerina Trabazo
Initial Complaint
Date:06/07/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 5th I ordered apparel from Adidas totaling $1,160.49 with order number AD917174927. The items were not successfully delivered and the packages were returned to sender. The tracking information on the packages shows that all were delivered and received back by Adidas. I have called customer service 5 times. Each time I have been promised that the return is being processed and I will get the money back into my account within 5 business days. Finally, after the last call, I started getting money back, months after my order was placed. However, it was only a partial refund totaling $549.54. This means even now, 3 months later Adidas still owes me $610.95. The number of hoops, and the time invested to try and scrape each dollar back from my order has been completely unacceptable. I shouldn't have to go through this just to get a refund for products that were never delivered in the first place.
Business Response
Date: 06/10/2025
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.

A refund has been issued, of $610.95 for order number AD917174927. Please allow 2-3 business days for processing.

We apologize for the inconvenience this may have caused.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:06/06/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Ongoing Issues with Orders and **************** Extremely Disappointed Dear Adidas ****************,Im writing to express my deep disappointment with multiple issues Ive experienced with recent orders, and the lack of accountability from your support team.First, with my most recent order, I received the wrong item. I contacted customer service to request an exchange, but instead, a return was processed without my consent. By the time the return was completed, the item I originally purchased was no longer on sale, and I was unable to use the 30% discount given to me for the inconvenience. This was not my mistake, yet Im being penalized for it.When I reached out again, a representative informed me I would receive a $15 gift card within 24 hours as a goodwill gesture. It's now been well beyond that timeframe, and I have not received anything. This adds to my frustration and gives the impression that customer concerns are not taken ************ make matters worse, this is not the first issue I've had. My previous order was marked as delivered even though I had not received the 2nd order. I had to call repeatedlyalmost dailyfor three weeks before the matter was resolved and the order finally arrived.I chose Adidas for quality and reliability, particularly because the Adidas Swift line is ideal for my demanding work in healthcare, where Im on my feet for long hours. However, after facing two poorly handled experiences, I no longer feel valued as a customer. At this point, I am seriously considering switching to another brand that prioritizes its consumers.I am requesting a resolution to this matter and a clear explanation of how this will be made right.Sincerely,****** ******** Order Number AD942974108
Business Response
Date: 06/10/2025
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 were not able to use the voucher code provided to you.
We will respond to you directly with a resolution.
This is not the experience we want for our customers, please accept our apologies.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:06/05/2025
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 purchased shoes from Adidas with ****** as the carrier. When the shoes were too large, I attempted to return them but did not receive a return code. I contacted Adidas customer service for a return label.Customer service representative Mie Mie (Case #********) spent 11 minutes reviewing my order, then incorrectly directed me to contact ****** instead of providing the return label. Despite my objections, she insisted ****** was responsible for returns.I spent one hour contacting multiple Amazon representatives, all of whom confirmed that since I purchased from Adidas, I needed to obtain the return label from Adidas directly. When I called Adidas again, a different representative immediately provided the return label, proving the first representative was wrong.This experience caused significant frustration and wasted time due to:1. Incorrect information provided by Adidas staff 2. Poor customer service training and unprofessional attitude 3. Inefficient return process when Amazon is used as carrier
Business Response
Date: 06/10/2025
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 had trouble getting a return label for your order.
Items that are ship via amazon prime, the only options to get a return label is to reach out to Amazon through Chat support or use the self-service option available in your Amazon account.

We will reach out to you directly with a resolution.
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: 06/12/2025

Complaint: 23427578

I am rejecting this response because:
I am disappointed with your response as it contradicts the actual facts of my experience and appears to be deflecting responsibility rather than addressing the real issues.
Your statement that "the only options to get a return label is to reach out to Amazon" is demonstrably false based on my own experience:
1. When I contacted your second customer service representative after Mie Mie's incorrect guidance, they immediately provided me with a return label via email. This proves that Adidas CAN and DOES issue return labels for Amazon-shipped orders.
2. I contacted multiple Amazon support representatives across different service lines, and ALL confirmed they cannot provide return labels for purchases made directly from Adidas. Amazon explicitly stated I must obtain the return label from the original retailer (Adidas).
Your response suggests either a lack of internal communication about your own return procedures or an unwillingness to acknowledge the service failure that occurred.
The core issues remain unaddressed:
1. Why did Mie Mie provide incorrect information when your system clearly allows return label generation?
2. Why did she display an unprofessional and impatient attitude during our call?
3. What disciplinary action will be provided to Mie Mie?

Is this how Adidas treats its loyal customers - with deflection and denial rather than accountability? I await a more honest and substantive response.
Business Response
Date: 06/24/2025
Hello Lynn,
Your order was done through adidas however for your shipping you choose the option to use amazon which means the item was ship from the amazon warehouse.
Because the item was ship from amazon, amazon has to create the return label so that the item can be ship back to them.
The return label was created by the amazon chat agent and not from adidas when you had reach out to them on 6/3/2025.
The second agent you spoke with resent the label done by the amazon chat agent.
We provide all necessary information and training to our agents so that they can assist our customers.
We apologize about the experience you had with one of our agent.
We do take this seriously and appreciate your feedback given.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:06/03/2025
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.
This happened two months ago. I had purchased a pair of sneakers on the Adidas website and it was on the side. I contacted Adidas to get a refund , but they wanted to see a receipt and I did not have one because I deleted it in my iPad. I tried talking to a Manager, but still they insisted they could not do anything without a receipt. When a first called Adidas, I had spoken with a representative and he actually saw my receipt when I provided an email. So he saw I had purchased two pairs of sneakers at that time. Then, when I called again and spoke with the Manager, she told me there was no way I could get the refund without a receipt. So, of course, I had to give up.
Business Response
Date: 06/04/2025
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 see that you shoe didn't last as long as expected.
We research your email ******************************* and found an order with some tennis shoe purchase back in 2023 which looks similar to the shoe you are stating is defective.
Can you kindly attach a photo to this complaint with the sizing tag inside the shoe so we can verify if its the same shoe from the order found.
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: 06/05/2025

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,

****** *****

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Adidas North America is NOT a BBB Accredited Business.