Business Profile

Retail Shoes

Adidas North America

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

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:04/11/2025
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 placed an order with Adidas online. They separated my 1 order (5 items) into 3 shipments and 3 different credit card invoices. They delivered 4 of the 5 items in the 3 shipments. I've attempted to dispute the charge using the delivery photo from ***** but they're progressing the dispute. I've spoken with them numerous times and they keep telling me that they're working on it. They tell me that they'll provide an update with 3-5 days after each call and they've provided no information following any of our interactions. I've now escalated my complaint with American Express to help me with the dispute. ***** delivery photo shows that the shoe box is not among the items delivered.
Business Response
Date: 04/14/2025
Thank you for contacting adidas through the Better Business Bureau.

We are sorry to hear you did not receive one of your items.

We have refunded you for your missing article, please allow 2-3 business days for your financial institution to process the refund.

We appreciate you being a loyal adidas fan.

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

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:04/11/2025
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.
I placed nine orders AD939967043 AD939967523 AD939967473 AD939967407 AD939967095 AD939967020 AD940171579 AD939930879 AD939966377 online. For these orders I returned the package but I did not get the refund because all the original emails on the orders are not available any more. I need the refund of the nine orders to be resent to the email address *****************
Business Response
Date: 04/11/2025
Thank you for contacting adidas through the Better Business Bureau.

In order to better assist, kindly provide proof of address.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 04/11/2025

Complaint: 23190462

I am rejecting this response because:There is nothing wrong with the address. I just need the refund of the nine orders to be resent to the email address ********************** because all the packages have been returned already.

Sincerely,

Cherish Cherish
Initial Complaint
Date:04/10/2025
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.
I placed an order with Adidas on March 26, 2025. Order #AD941168421 was a total of 4 pairs of shoes for a total of $400. This package was supposedly delivered on March 27, 2025. However, the box was NOT delivered to the appropriate location in this building. It was not left in the secured mail room nor to my apartment door. It was rather left out in the lobby where countless people (residents and non residents) pass by many times in a day. I'm sure it was stolen quite easily given the brand recognition. I had reached out to Adidas immediately for assistance and they took no accountability for this issue. In our back and forth exchange, I let them know that all delivery packages (not just through ***** but also ********** and all other couriers) are left in the mail room for all residents without us having to individually request specific *************** the end of the day, I paid $400 for shoes that I NEVER RECEIVED. I request a refund for this purchase as I never received it. I had no control over selecting which courier the merchant used or even which delivery man/woman was sent that day. I followed up with Adidas multiple times for assistance. Given such a widely known brand, I am appalled at the lack of appropriate customer service and problem resolution. Please help me with a refund.
Business Response
Date: 04/11/2025
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 submitted a carrier claim with ***** for the package containing your order on 3/25/25, and have now received an update from *****.

The carrier has stated their investigation is closed for your package with the tracking number ************, and at the moment they do not feel the claim is valid since, proof of delivery was provided and no signature was requested.

Please see our Shipping Limitations Policy provided on the link below section 7.

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

Sincerely,
Consumer Relations
adidas America

Customer Answer
Date: 04/11/2025

Complaint: 23185930

I am rejecting this response because: I actually spoke to ***** directly and they said the merchant should refund me because I did not receive my items. Again, the package was not delivered to the right location. There is picture evidence of it being left in the lobby of the building, NOT the mail room.

Sincerely,

Puja ****
Initial Complaint
Date:04/09/2025
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.
Item has not been delivered and now after a week I have been told it is lost by the carrier
Business Response
Date: 04/10/2025
Thank you for contacting adidas through the Better Business Bureau.

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

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

We appreciate you being a loyal adidas fan.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 04/10/2025

Complaint: 23183134

I am rejecting this response because: they provided no resolution and lied to me day after day for over a week. They provide no communication and offer to resend the item with expedited shipping. I expect a discount to repurchase the item and should not have to wait to get a refund. A terrible business model and they should fire on trac. The worst shipping company.

Sincerely,

**** *******
Initial Complaint
Date:04/09/2025
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,I hope this message finds you well. I expressed my concern and dissatisfaction with my recent experience at your flagship H3**8373**23038363335H.This past week, my **-year-old daughter celebrated her birthday by visiting your H3**8373**23038363335H to purchase a pair of shoes, which we had embossed with a NYC and the #** print. Unfortunately, after only an hour, the shoes became smudged, worn down by the tightly woven tissue wrapped around them in the shoe box after we traveled to our hotel. When I returned to address this issue, I was disappointed by the manager's negative and unkind response, as he claimed it was H3**8373**23038363335H policy to only reimburse me for the service fee of $20. He flatly said there was nothing he could do since I left the H3**8373**23038363335H.Additionally, I learned from another salesperson that its advised not to wrap newly printed shoes in the box, which was concerning. I appreciate any guidance you can provide on how to best address this situation moving forward.Sadly, we returned home with our brand-new shoes terribly smudged. Thank you for your attention to this matter. I look forward to hearing from you in hopes you are changing policies, your printing practices, and the attitude of your managers at the flagship H3**8373**23038363335H on 5th Ave.From one New Yorker to another, I told the male associate that the sole of the shoe never hit the ground, and how can a man be so cold to a **-year-old child after she just spent her birthday money on a new pair of ********** regards,****** ***** Mother Former D1 ATHLETE RAISING A FUTURE D1 ATHLETE
Business Response
Date: 04/10/2025
Thank you for contacting adidas through the Better Business Bureau.

We are sorry to hear that you received a damaged product.
This is not the experience we want for our customers.

Can you kindly provide the main information of the store, such as the name and location.
Also, if there is a receipt of the purchase it will be very helpful in order to better assist.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:04/03/2025
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 made an online purchase on 3/31/2025 which put a hold on the amount of $211.40 on the same day. Thee next day the amount was charged to my account but the merchandise was never shipped by the shipping company. And when I went to track the tracking number it says the contract never received the merchandise but did receive the shipping label and to call the sender which is adidas. I called twice and was given to different stories on my order. The first saying that they never took any money or charged me and when I told them that it was too men from my financial institution the person hung up. The second call confirmed that the money was took and the merchandise was sent but the proof I add shows that that is not true. Then I was told that they have to investigate. The money shouldnt have been took from my account until it was sent. They took my money without sending out my order
Business Response
Date: 04/11/2025
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 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:04/02/2025
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.
This is my first and will be the last experience I ever have with Adidas order and purchase. My order number AD941264636 has been on its way for almost a week and this is a store pick up order. *** already purchased a **** hiking shoes since the atrocious adidas cannot fulfill it. Ive called customer service and spoke with *****. I was provided case number ******** and have yet received any email proving my inquiry to cancel my order. I called the adidas factory store where I was suppose to pick up and spoke with *****. I was advised the order shows pending delivery but the estimated delivery date was March 28th. I requested the order to be cancel since adidas lags and is no longer needed. He explained that he can do so and I should receive an email confirmation and to wait but per adidas, theres no email. No email, no shoes but reading online it steals from their employees so I guess also consumers. There should be a boycott for adidas products. I no longer have any interest in owning or supporting adidas.
Business Response
Date: 04/09/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear about your experience with our customer service team and the local **********************.
We have canceled the order successfully.
The pre authorization hold should fall off your account within 3-5 business days.
We apologize for the inconveniences this may have caused.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:04/01/2025
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 received an Adidas gift card on Friday, December 20, 2024, as a result of a return, with a balance of $43.55. However, when I recently tried to use it to place an order, the transaction would not go through. I keep getting this error: PAYMENT FAILED Your payment was refused. Please try again using an alternative card or payment method.Over the past month, I have contacted Adidas customer service at ************** three times, but the agents have been unable to resolve the issue. Each time, I was given unhelpful suggestions, such as waiting 2 hours or 24 hours before trying again or simply not using the gift card. I was also promised a resolution via email, but no follow-up ever occurred.This situation is completely unacceptable, and the lack of support has made for an extremely frustrating experience. At this point, I no longer wish to continue this back-and-forth with customer service. I am requesting a refund check for the remaining balance of $43.55 so that I can move on from this issue.I expect Adidas to take this matter seriously and provide a prompt resolution.
Business Response
Date: 04/02/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear about your experience with our customer service team and that you are not able to make purchase using your gift card.
Due to the payment method use on the order you return, only a gift card can be given for the refund done.
The gift card will need to be used instore.
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: 04/02/2025

Complaint: 23148322

I am rejecting this response because: I dont have an Adidas store near me and the gift card was the return of online order. It is supposed to be able to use online. If sending a refund check is not possible, adidas should make sure this gift card work and I will have no issue placing an online order with it.

Sincerely,

Wenmo Sun
Business Response
Date: 04/16/2025
Hello Wenmo,
We are still currently looking into this further for you.
Once we received a response, we will follow up with you.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:04/01/2025
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.
On Nov 26, 2024, I placed an order from Adidas, however, one of the pair of shoes did not feed me and I decided to exchange it. Unfortunately, Adidas did not have my size available, therefore I had not other choice but to return it. The item arrived at the warehouse on 1/8/2025 and the refund was initiated on 1/9/25. I waited more than 2 weeks to see the credit back on my credit card but didn't receive it, after calling a few times I was finally informed, and i quote "we are unable to process the refund at all due to reasons that are confidential at this time". How is it that Adidas receives the show and it NOT able to process the refund? Or that the reason is confidential when I paid for these shoes? I would like an explanation and a refund, I love the brand and have spent thousands of dollars on their products. Th
Business Response
Date: 04/09/2025
Hello *********,
Thank you for contacting adidas through the Better Business Bureau.
We are currently investigating this with the warehouse.
Once we receive an update, we will follow up with you.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 04/12/2025

Complaint: 23142759

I am rejecting this response because I want to keep this case open until it is resolved.

Sincerely,

******* ****
Business Response
Date: 04/22/2025
Hello *********,
We were able to confirm wit the warehouse that that item was not received back to our warehouse.
We will not be able to process a refund.
We apologize for the inconvenience this may have caused.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 04/22/2025

Complaint: 23142759

I am rejecting this response because: the exchange and return were sent back together, the exchange was processed but not the return? It doesnt make any sense. Their website also shows the shoes arrived at the warehouse on Jan 8.

Sincerely,

******* ****
Business Response
Date: 05/05/2025
Hello *********,
The warehouse advised that they did received your package however that particular item was not in it.
We will not be able to process a refund for that item.
We apologize for any inconvenience caused.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:03/31/2025
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 online AD941141489. It was expected to be delivered on 3/27, and tracking information shows delivered on 3/28. On Adidas website, it's still "ON ITS WAY" as of 3/31. However, I have not received my order. I don't know which date is accurate and where is my order now. After contacting customer service, I was told to wait another 14 days, which is unreasonable. I need a refund for this order.
Business Response
Date: 04/01/2025
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.
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: 04/01/2025

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,

****** *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Adidas North America is NOT a BBB Accredited Business.