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:04/28/2025
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.
I recently got my first job and was excited to purchase something nice for adidas. When they day of delivery came I went to check outside and found nothing, so I went out and talked with my neighbors and found nothing. I decide to give it time maybe it showed up and nothing, so I decided to contact customer service and they submitted a claim with fed ex. Today I got an email saying that the item was delivered to the right address and they cant do nothing about it. This left a bad taste in my mouth because I expected more from a big company like adidas. I am looking for a refund for the missing item. Hopefully we can get this resolved.
Business Response
Date: 04/29/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear you have had trouble finding your recently delivered package.
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: 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.

Sincerely,

Jac Lo
Initial Complaint
Date:04/28/2025
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 initiated an exchange with Adidas over a month ago. The returned item was confirmed as received at the exchange warehouse weeks ago according to the tracking information and Adidas' own website. However, the exchange is still pending and no replacement item has been shipped.I do not want a standard refund because I originally purchased the item with a special discount. I would like either (1) the exchange to be expedited and the replacement item shipped immediately, or (2) if a refund is necessary, Adidas should allow me to reorder the same item at the original discounted price.I have contacted Adidas customer service multiple times but the issue remains unresolved.
Business Response
Date: 04/29/2025
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 receive your exchange items.
Due to the timeframe that has passed, we have canceled the exchange and provided you with a refund, please allow 2-3 business days for processing.
We have responded to you privately in regards to the price adjustment requested.
You are able to reorder the items at the same price.
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:04/23/2025
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.
Order Number: ADX12970033 Order recieved shoes are not true to size requested size 81/2. Shipping label provided and told that exchange size would be shipped out to me as soon as ***** was in custody of return shoe. Today I reach out to check on return and was rudely told that it would be 3-4 weeks before exchange would be processed. I was denied a supervisor and told if I wanted the smaller size sooner I could pay for them and when the return was processed I could return and request a refund!
Business Response
Date: 04/29/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear about your experience with our customer service team.
In regards to our return policy, all exchanges has to be delivered back to the warehouse and go through a mandatory inspection before the exchange product is ship.
Once the item is shipped you will be notified via email with your tracking information.
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: 04/29/2025

Complaint: 23242426

I am rejecting this response because:
shoes were returned in new unworn condition on 4/21. Shoes were to be exchanged for 8.5. Message from adidas was my size was out of stock and would be shipped as soon as back in stock. Shoe came back in stock on 4/25 now shoe can not be shipped until 5 day inspection period. How long does it take to inspect a shoe that is brand new? Today I was told that I will not be my shoes until after 5/1/2025. Poor business practices.

Sincerely,

Isshia ******
Business Response
Date: 05/07/2025
Hello Isshia
It shows that we have successfully delivered the exchange item on 5/3/2025.
We show a refund was done as you stated the package was not received.
This is not the experience we want for our customers, please accept our apologies.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 05/07/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. I waited patiently for these shoes and still did not receive my shoes. I did receive a refund.

Sincerely,

Isshia ******
Initial Complaint
Date:04/21/2025
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 signed up adidas adiclub 2 and received a promotion code for 15% off, eligible item only. When I checked out, it said the promotion code is not eligible, so I went ahead to paid for the shoes. I went back to the website to double check on the web page. I purchased the women Samba OG original shoes. No where on the web page show this item is not eligible. I also checked on the link for shop voucher eligible item. The shoes is included in this link. Call the company and the associate insisted the wording is on the web page. I screen shot the whole page and couldn't find it. If the shoes is excluded, I also follow the link with the voucher eligible items (Deal). The women Samba OG original is included in the Shop women deal.
Business Response
Date: 04/28/2025
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 apply the voucher code provided to you.
On our website they are items that are excluded from promotional offers and discount.
It shows that you purchase the Samba OG shoe which is an excluded item.
The voucher code cannot be applied to this specific product.
Attach to this complain is a snip of the product on the website where it indicates that the item is promo code excluded.
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: 04/28/2025

Complaint: 23233945

I am rejecting this response because: the exclusion was added on the next day. I had screen shot proofed the exclusion was not there, plus the link on the deal. Samba was included. That's why i made this complaint.

Sincerely,

**** ****
Business Response
Date: 05/12/2025
Hello **** ,
We will respond to you directly with a resolution.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:04/20/2025
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.
I ordered an e-gift card on April 17 2025. It said it was expected within 2 hours. It never came. It switched to delayed on April 18 2025. I have contacted customer service multiple times over the last 4 days. They keep telling me its delayed it will arrive within the next ******************************************************************************** to wait it out. The gift card is not coming and I cant keep waiting. Im about to go on vacation and needed the gift card to give someone
Business Response
Date: 04/24/2025
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 the gift card that you purchase.
We have been able to resolve the issue and have sent you your gift card information via 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: 04/24/2025

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:04/17/2025
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 ordered a product from Adidas in October last year, but I never received it, and it was agreed that I would get a refund. Ive had over 30 chat sessions with customer service, and they keep repeating that the refund will be processed within 2-4 days, but I still havent received anything. I believe I should get my refund with interest for the delay.
Business Response
Date: 04/22/2025
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.
It shows that you had tried to apply gift card ******************* on that order however we couldn't process the charge.
The funds of $25.32 is still on the card number *******************.
We sent a gift card to your email for the remaining balance of $9.54 that was owed for the package you did not receive.
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:04/14/2025
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 made an order, (AD940607339) and returned it. It was delivered back to them 4/7/25. A week after they received it they have still not refunded me. I contacted them and they said it will be 3 more weeks. This is crazy. I just want my refund.
Business Response
Date: 04/17/2025
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.
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
Initial Complaint
Date:04/13/2025
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.
Dear adidas **************** Team,I hope you're doing well. Im writing about a recent purchase of adidas Ultraboost 5 Running Shoes (Color: Black/Black/Black, Size: 8.5, Width: D - Medium) that I bought from ********** for $179.95.This purchase was special for meits my first pair of sneakers in 25 years. I spent a long time researching on ******* to find the perfect pair, and after careful consideration, I chose the Ultraboost 5 for its reputation for comfort and quality.Unfortunately, Ive been disappointed to find that after just a few wears (I work from home, so I havent used them heavily), the black soles have developed white scuff marks, making them look damaged even when I walk normally. None of my other shoes do this, and its frustrating, especially after such a thoughtful investment.Ive attached photos showing the issue. Given how much I trusted adidas for this purchase, Im hoping you can help by replacing them with a pair that doesnt show these marks so prominently.Thank you for your timeIve always admired adidas, and I hope we can resolve this. Please let me know what steps I should take ********* regards,Mister *** *************]
Business Response
Date: 04/14/2025
Thank you for contacting adidas through the Better Business Bureau.

We are sorry to hear about your product not lasting as long as it should have. This is not the experience we want for our customers.

Since this was purchased outside of adidas.com we can only an adidas gift card.

Please keep an eye on your inbox for an email from adidas containing the gift card information.

To redeem your digital gift card, visit us at www.adidas.com or any of our adidas retail locations and enter your code when you place your order.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 04/14/2025

Complaint: 23199772

I am rejecting this response because:
I did receive your email, that you wanted this item back and then you will issue me an addidas gift card. the problem is you dont have many styles in stock at your website. Most are via your retailers.
*********************************************************************
you dont have the black on black in your website . So a gift card at *********** would be a downgrade to what I'm getting now.

If you cannot do this, I would like to see if you can accommodate me with a gift card and I will choose another item from your website. I do have my mind set on this model , since it was reviewed on ******* as one of the most comfortable shows.

I would prefer to get a check send to me and then I can return this item and I will purchase a New balance or On cloud , since those are also reviewed as one of the most comfortable
I await your response on this and wish to have a contact person in the addidas executive office reach out with their contact information so we can resolve this issue

Sincerely,

Mister ***
Business Response
Date: 04/24/2025
Hello Mister ***,
As a part of our warranty return policy, we do not refund via cheque. All refunds are done via an electronic gift card.
We can accommodate you once you decide to return the item by sending you the gift card.
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:04/12/2025
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.
Adidas had a package delivered but I never received it and the agents Ive talked to have been no help they promise all this stuff and Ive never received anything and then they put it back on the shipper who hasnt done anything Im just over waiting
Business Response
Date: 04/14/2025
Thank you for contacting adidas through the Better Business Bureau.

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

We have refunded you for your missing shipment, please allow 2-3 business days for processing.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:04/11/2025
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.
FTC Complaint (with quiet symbolic tie-in)Summary:This complaint is about a pattern not a single ************** December 2024, Adidas issued a promotional voucher accepted at checkout. After the purchase, they reversed course, claiming the item was excluded despite no upfront disclosure. I followed all steps, even returned the item. Their rep ***** confirmed escalation, but no resolution ever came. Four months later, I received a templated email that ignored the full situation.I filed a dispute through ***************** They acknowledged the issue but did nothing proactive. Their process simply waits for Adidas, leaving me stuck in a loop. Similarly, ************ could not process a valid return due to operational limitations yet offered no alternate support.This isnt about a refund anymore its about how companies default to silence, even when a customer follows every rule.?Why Im Reporting This:Im submitting this not for myself, but for the ones who never get seen the quiet customers, first-time buyers, and those who dont know how to escalate. Ive chosen to speak up because I can. Others never even get the chance.This is part of a larger story one rooted in principle, quiet advocacy, and honoring people like ***** the ones who quietly looked out for others, even when no one saw them.This report is part of that mission.?Requested Outcome:1.FTC review of Adidas promotional transparency.2.Inquiry into Citis partner dispute process for consumer protection.3.Accountability from Office Depot for failure in return handling.4.Consideration for corporate restitution to go toward community-based funds or scholarships for the unseen the overlooked students, athletes, or families who rarely get support.
Business Response
Date: 04/18/2025
Thank you for contacting adidas through the Better Business Bureau.

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

Are you able to provide a snip of the email sent to you of the promotion offered so we can look into this further for you?

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 04/18/2025

Complaint: 23194588

I am rejecting this response because:

Sincerely,

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

I do not accept the response from Adidas because it overlooks the core issue of my complaint: I made a purchase in December (Order #AD938416787), using a promotion I received via email, under the impression both items qualified. Later, I discovered the promo code applied only to one pair mine and not to my wifes, even though they appeared similar (same product line: DropSet 3).

The womens pair ended up being the wrong size. When I tried to return it, I was told I could do so at ************, but that process failed due to a scan issue. By the time I sought help, I received no meaningful assistance from Adidas. Additionally, ****************** simply closed out the matter by stating a refund had been issued, without fully addressing the confusion, promo terms, or return issues involved.

This situation was frustrating due to overlapping promotions, unclear product eligibility, and an inability to get timely, effective ********** asking Adidas to do whats right either honor the promo so I can reorder the correct size without being penalized for their systems failure, or refund the cost of the item that I couldnt return due to their breakdown, not mine. Ignoring this sets the tone that Adidas only supports customers when its convenient not when it counts

Business Response
Date: 04/28/2025
Hello *****,
Can you kindly provide us with the office depot address that you went to so we can look into this further for you.
We have sent you a return label so that you can return the item and be refunded.
Please follow the instructions indicated in the email and return the item to the nearest ***** location.
This is not the experience we want for our customers, please accept our apologies.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 04/29/2025

Im rejecting the business response.

The issue began when I attempted to return the shoes at the ************ located at:

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

At that location, the ** code provided by Adidas did not scan, and the staff was unable to process the return. I contacted Adidas at the time and received no resolution.

The shoes are still brand new, untouched, in the original box. Ive since received a new return label and will use it as long as it is still valid. But this complaint would not exist if Adidas had resolved the issue when I first reached out.

This entire delay was due to their system, not me.

Complaint: 23194588

I am rejecting this response because:

Sincerely,

***** *********
Business Response
Date: 05/12/2025
Dear *****,
We will look into this further with Office Depot.
Thanks for the information provided.
Kindly return the item using the return label provided so that you can be refunded.
We apologize for the inconvenience this may have caused.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 05/13/2025
Hi ******,

Thanks for following up. I want to be clear: Im not writing this to chase a refund thats already been handled through ******/Citi. Im writing because the underlying issue remains unaddressed and continues to expose how Adidas handled the situation from start to finish.

Let me walk you through the core of the issue:

The Promo Code Adidas offered me a discount voucher tied to a promotion, and I used it. It only applied to one pair, not the entire order even though no restrictions were clearly disclosed at checkout. When I reached out, I was sent another code as a make-good but that code also failed to apply to the items I wanted. I was left circling back with no resolution.
Customer Service Confusion I reached out multiple times. Your agent *** acknowledged the situation, said it would be escalated with full context, and even confirmed my goal was clarity not surface-level replies. Instead, the responses I received minimized the issue and repeated scripted disclaimers.
Return Complications The shoes didnt fit my wife. The male/female sizing wasnt clearly indicated during purchase. I attempted to return the items earlier, but Office Depot couldnt process the return due to operational constraints and offered no alternative. I completed the return this week. The shoes were never used they were in perfect condition in the original box. This wasnt about wear-and-tear; it was about lack of clarity and execution on Adidass side.
What This Is Really About This is bigger than just a return or a promo code glitch. Its about a customer doing everything by the book ordering through the official site, contacting support, providing screenshots, even elevating through Citi and BBB while Adidas remained silent or vague. I shouldnt have had to escalate this through three channels to get basic follow-through.

Requested Outcome:
Im not just looking for apologies or canned replies. Im asking for a serious review of how Adidas handles promo transparency, return processes through third-party partners, and follow-through with customers whove clearly done their part. I would like this escalated to the correct team and reviewed not just from a policy lens, but from an accountability standpoint. This experience does not reflect the brand Adidas claims to be.

Sincerely,
***** *********
Order: AD938416787
Return Code: RE-AWDA-Y9T7

Business Response
Date: 05/27/2025
Hello *****,
We are sorry to hear about your experience with our customer service team.
Our returns are done directly through ***** using return labels provided.
We will respond to you directly with a resolution.

Sincerely,
Consumer Relations
adidas America

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Adidas North America is NOT a BBB Accredited Business.