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

1,464 total complaints in the last 3 years.
547 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:05/07/2025
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.
I placed an online order on March 20, 2025 to be picked up at an Adidas store but the order was never fulfilled and had to contact customer service multiple times and no resolution to the problem.I was told by several representatives that the order was being fulfilled and to give few days, after a week contacted back and was told that the order probably would not be fulfilled and to contact back to cancel the order. After waiting another week, contacted and asked to cancel the order just to be told to call the store directly to cancel. Frustrated by the run around, contacted another representative who placed a request for cancellation but after another week, no results were received. Contacted back on April 25, 2025 and was told that they would put an expedite on the request but another 10 days has passed without any update or resolution.Order number AD940972630
Business Response
Date: 05/12/2025
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 never received the order.
It shows that the order as successfully canceled on 5/8/2025.
Any authorization hold on your account will fall off within 3-5 business days depending on your financial institution.
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: 05/14/2025

Complaint: 23296797

I am rejecting this response because: I have not received the refund or email with my new gift card number.

Sincerely,

******* **
Business Response
Date: 05/30/2025
Hello *******,
Since the order was canceled and we didn't charge your gift cards, the funds were still on those cards.
You will not be sent new gift cards due to that reason.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 05/30/2025

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:05/06/2025
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.
Order Number: AD941573831 Transaction Date: April 6, 2025 Amount Charged: $395.38 To Whom It May Concern,I am writing to formally report an unresolved issue regarding an order I placed on April 6, 2025. Despite the charge of $395.38 being successfully processed, I never received any delivery notification or the package itself. It was only after I placed a subsequent order for my son that I noticed in my account activity that the original order was marked as "delivered."Concerned, I promptly contacted customer service on April 10, 2025, and was issued a case number. Since then, I have followed up multiple times. Unfortunately, each interaction has resulted in inconsistent responsesranging from the investigation is ongoing to assurances that the case is complete and a refund will be ********* of today, I have neither received the package nor any refund for the missing order. This delay has caused significant inconvenience and frustration, and I am requesting immediate action to resolve this matter.Please provide a definitive update on the status of my case and process the refund without further delay.Thank you for your attention to this matter.
Business Response
Date: 05/15/2025
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 never received your package.
We have submitted an investigation with the carrier and is awaiting a response from them.
Once we receive and update, we will follow up with you.
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: 05/16/2025

Complaint: 23294591

I am rejecting this response because:
Date of Complaint: April 10, 2025
Subject: Lost Package & Inconsistent Delivery Communication
I am writing to formally document an issue regarding a recent order and the inconsistent delivery information I received from your customer service and notification system.
Throughout multiple calls to customer service, I was provided with conflicting updates regarding the delivery status of my order. Additionally, the delivery notification emails I received were inconsistent and confusing.
On April 10, 2025, after speaking with customer service, I was informed that the package had already been delivered a few days priorsomething I was completely unaware of, as I had not received any delivery notification email at the time, unlike previous orders. Based on this confirmation, I filed a complaint the same day, as the package had not arrived.
Then, on April 14, 2025, I received an email notification stating that the same package, which I had already reported missing, was scheduled to be delivered. Hoping this was a resolution, I rushed home from work, left the front door open, and waited for the delivery. Unfortunately, nothing was delivered. A few hours later, I received another email, this time stating that the package had been deliveredyet no package ever arrived.
After contacting customer service again, I was offered a voucher as compensation for the inconvenience and advised to reorder the items using the credit. While I appreciate the gesture, I want to emphasize that my priority is to receive the actual items I originally ordered, not just a credit.
This experience has been frustrating and disappointing. I would appreciate a proper resolution that ensures I receive the products I paid for as soon as possible.
Thank you for your attention to this matter.
Sincerely,
*******************************************start="2078" data-end="2081"> [AD 941573831]
**********

Business Response
Date: 06/03/2025
Hello Wisdom

Weve investigated this with the carrier, and theyve confirmed that the package was delivered to the correct address based on their tracking and delivery records. As the shipment is marked as delivered and meets our shipping terms, were unable to take further action on this claim.
If you believe the package may have been stolen, we recommend contacting your local authorities to file a report. Security footage from nearby cameras can often help support an investigation.
We sincerely apologize for the inconvenience this may have caused and appreciate your understanding.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:05/06/2025
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.
order numbers - AD940991360, AD940991339, AD940991309, AD940991215 I have returned my 4 orders for over 1 months its been marked as delivered for over a month. I called and they said it should be 14 business days which is way past that already. Please issue me a refund for all 4 orders waited over a month already.
Business Response
Date: 05/12/2025
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 have not been refunded for your order.

We have verified the information with the warehouse and thy confirmed that the correct items were not sent back.
We will not be able to issue any refund.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:05/06/2025
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.
order number - AD940990845 I have returned my order AD940990845 for over 1 months its been marked as delivered for over a month. I called and they said it should be 14 business days which is way past that already. Please issue me a refund for this ive waited over a month already.
Business Response
Date: 05/14/2025
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 have not been refunded for your order.

We verified the information with the warehouse and they confirmed that the expected product was not received

We will not be able to process any refund.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:05/06/2025
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.
order number - AD940990766 I have returned my order AD940990766 for over 1 months its been marked as delivered for over a month. I called and they said it should be 14 business days which is way past that already. Please issue me a refund for this ive waited over a month already.
Business Response
Date: 05/12/2025
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 were not refunded for your return order.
We verified the information with the warehouse and thy confirmed that we did not receive back the correct item.
We will not be able to issue any refund.
We apologize for the inconvenience this may have caused.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:05/05/2025
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.
Adidas has an active tracking number for me, ************ but i did not place an order. I am unsure what this tracking number pertains to but they refuse to provide information or kill the tracking number if it was made in error. I have called ****** it is not their issue and they are simply awaiting pick up. My ask is that adidas either send me whatever its supposed to be or eliminate the tracking number so it stops popping up on as if Im expecting something.
Business Response
Date: 05/12/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear about your experience with our customer service team.
The tracking number provided shows a delivery date of 2/4/2025.
If you did not authorize this purchase and was charged, kindly reach out to your financial institution for assistance.
We are not able to provide any information on the order due to company policies.
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: 05/12/2025

Complaint: 23289129

I am rejecting this response because: if this package has already been delivered to me then why was a label created on 4/10/25? Yall have to tell ***** that there either is or is not something coming but i keep getting alerts about this tracking number.

Sincerely,

*** *********
Business Response
Date: 05/27/2025
Hello ***,
Please check the emails you received as they should be an unsubscribe option so that you could stop receiving these emails.
We apologize for any inconvenience caused.

Sincerely,
Consumer Relations
adidas America

Customer Answer
Date: 05/27/2025

Complaint: 23289129

I am rejecting this response because: my issue isnt emails, its a tracking number you used for a shipment but i didnt buy anything and i keep getting package delay alerts. The screenshot i attached shows the package and tracking.

Sincerely,

*** *********
Business Response
Date: 06/09/2025
Hello ***,
Can you please let us know if these emails are coming from Adidas or from FedEx?
Our records show this order was made by your family member to which you had reported to us after the purchase was done.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:05/01/2025
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 placed an order on Adidas.com on 4/28 for one pair of shoes. They were marked as delivered by ***** on 5/1 but when I went to go check, no shoes. I checked the ***** tracking number and there is no photo and the signee is a different name, not me. Looks like ***** delivered to the wrong person/address and I have no way of knowing where/who. So I contacted Adidas on chat on 5/1. I spoke to an agent. The agent made me wait 10 minutes before acknowledging me. They did not say anything for 10 minutes, I had to continue to wait. They were the worse help. They said "wait ***** hours for a manager" and "no refund until you get a manager". I asked for a manager on chat and they refused to transfer me, they said no I will wait 2 days and I will get a phone call. I am not having this. I paid money for my product and Adidas is not taking responsibility for a carrier issue. I just wanted the items but after this experience, my best bet is to just go in stores. I am requesting a refund for this issue now.
Business Response
Date: 05/07/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear you have had trouble finding your recently delivered package.
Weve investigated this with the carrier, and theyve confirmed that the package was delivered to the correct address based on their tracking and delivery records. As the shipment is marked as delivered and meets our shipping terms, were unable to take further action on this claim.

If you believe the package may have been stolen, we recommend contacting your local authorities to file a report.

To help ensure the safe delivery of future orders, we recommend setting up delivery preferences with FedExsuch as requiring a signature upon delivery. You can do that here: *****************************************

We sincerely apologize for the inconvenience this may have caused and appreciate your understanding.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 05/07/2025
I did contact ***** and they told me to open an insurance claim. I did that and they told me Adidas has it set up where any payout of an insurance claim will be paid out to the shipper - here being ****** So you are telling me, even if I go an external route, Adidas will get paid for this issue regardless and the customer (me) will be out of luck. The authorities told me to make an IC3 report - which I did. I have done everything. I am asking for this to be relooked one more time - will you assist with a refund or do I need to begin a payment dispute here and have Adidas pay chargeback fees on top of this issue vs helping out a customer? Im glad this is going to be visible to the public so everyone can see how adidas is treating me.
Business Response
Date: 05/16/2025
Hello *****,
A refund has been issued, please allow 2-3 business days for processing.
For future shipments, we encourage you to register for FedEx 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 ***************************.
We apologize for the inconvenience this may have caused.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:04/30/2025
Type:Delivery Issues
Status:
UnresolvedMore 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 order is AD940654839, I did not receive tracking ending in 0528. I have filed a claim with ***** but was told they declined it when they literally left a picture of something that is not the package. To this day I still havent received that part of the order. I am requesting a refund.
Business Response
Date: 05/05/2025
Thank you for contacting adidas through the Better Business Bureau. We are sorry to hear you had problems locating your package
Weve investigated this with the carrier, and theyve confirmed that the package was delivered to the correct address based on their tracking and delivery records. As the shipment is marked as delivered and meets our shipping terms, were unable to take further action on this claim.

If you believe the package may have been stolen, we recommend contacting your local authorities to file a report.

To help ensure the safe delivery of future orders, we recommend setting up delivery preferences with FedExsuch as requiring a signature upon delivery. You can do that here: *****************************************

We sincerely apologize for the inconvenience this may have caused and appreciate your understanding.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 05/05/2025

Complaint: 23270763

I am rejecting this response because:
FedEx did not investigate anything. The picture that is on the tracking isnt even where I live.

please escalate this to a supervisor

Sincerely,

**** A
Business Response
Date: 05/16/2025
Hello ****,
Base on the claim results from the carrier, we will not be able to issue 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: 05/16/2025

Complaint: 23270763

I am rejecting this response because:

I have not received this part of the order. I am requesting a courtesy refund. Please escalate my issue to a supervisor.

Sincerely,

**** A
Initial Complaint
Date:04/29/2025
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 have called Adidas FIVE times about this issue, resulting in around 2.5 hours of time on the phone with no resolution. On the last call, the representative assured me to "trust" them that I would get a refund within 36 hours. I still have not been refunded.On February 17, 2025, I made an order on adidas.com that was never fully fulfilled. The app stated that two different shipments were coming. Adidas made an error - it was three shipments but two of the boxes had the same tracking number. One of the duplicate tracking boxes never arrived to my home and was sent back to Adidas. I was told I would get a refund when it was processed, this never happened. FIVE lengthy phone calls total and I still have not refunded for two items that I never received. Own the Run Tee - $26.25 (plus tax)3-Stripes Tee - $21.00 (plus tax)TOTAL: $50.32 Refund to my credit card.
Business Response
Date: 05/07/2025
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 missing items.
We have refunded you $50.67 for the two missing items. Please allow 2-3 business days for your financial institution to process the credit.
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:04/29/2025
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.
1. I made an online purchase from adidas.com/us on Tuesday 11 February 2025, order number: AD939699793. 2. It was indicated that the order would be delivered by 13/14 February 2025, as communicated by adidas. The order was shipped with OnTrac/Lasership Tracking number: 1LSCXON004NOAY5 3. Until 15 February status on the shipping company indicated "Weather delay. *********** alerts." and no further updates. on 25 February I followed up with both adidas and the shipping company on the status of my undelivered parcel and on the 26 February received an update on the system that my order was delivered, and it was NOT delivered. and no response to my queries on the missing delivery neither proof or evidence of delivery submitted. Today is 29 April 2025 and I still have no response despite my numerous queries.
Business Response
Date: 04/29/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear you did not receive your order.
The carrier has confirmed a lost package claim and 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: 04/30/2025

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. Given that Business process my refund in the stipulated timeframe of 2-3 days.

Sincerely,

***** ***

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Adidas North America is NOT a BBB Accredited Business.