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

1,466 total complaints in the last 3 years.
549 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:03/18/2025
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.
hello, I would deserve an in store credit to return the socks. Inside of 3 months they got runs in them. You can hide the runs in your shoes, but no chance with slings. Still, it looks like a mass produce mistake. The runs are huge and not attire. It is the entire pack of socks.
Business Response
Date: 03/20/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear that your product did not last as long as it should have.
We will respond 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: 03/21/2025

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:03/17/2025
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 bought a pair of Adidas shoes for over $100 of adidas.com on 12/15/24 for my daughter for Christmas. unfortunately she was unable to come home due to being sick. She finally was able to come home and the shoes I bought do not fit. I contacted adidas to exchange them and they will not even exchange them for another size.
Business Response
Date: 03/18/2025
Thank you for contacting adidas through the Better Business Bureau.

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

Can you kindly provide the size you would want to exchange it for to be able to assist with the exchange process.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:03/16/2025
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 was given a gift card in 2023 for $100 to online adidas. I recently found the card and decided to use it for an online purchase. When checking out, it stated that it was no longer usable. It doesnt not have an expiration date. When I contacted the company, they informed me it was used in September 2024, despite me having sole possession of it. Upon further inspection, the user was a fraudulent name (I suspect someone within their own company who tracks unused gift cards over a certain year old). The name used contained no vowels as I was informed by the company, which is further proof that it wasnt a real person. I am asking the company to replace my gift card for the amount that was stolen. We have had several emails back and forth with no movement in over 3 months.
Business Response
Date: 03/20/2025
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 your gift card was used without your authorization.
We will respond 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
Initial Complaint
Date:03/15/2025
Type:Order 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 two $100 gift card from adidas.com on 12/27/2024. However, when I tried to use them at checkout, an error message would pop up saying sorry, something went wrong, please try a different card or payment method. Both cards still have balance in them but just cant be used. Ive contacted customer service twice, and each time the agent promised to get back to me within 48 hours, but then Ive never heard from them again. This just feels like a scam now, which is ridiculous because I bought the gift cards directly from adidas.com. Please either issue gift card replacement or just issue refund to my original payment method.
Business Response
Date: 03/17/2025
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 that you were not able to make purchases using your gift cards.
We did an investigation on our end and we were able to get the issue resolved.
Please try again to make your purchase using the gift cards as it should work now.
Please let us know if you experience the same issue.
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:03/13/2025
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 placed an order for a pair of shoes from adidas.com. I received an email with the tracking number and checked it from time to time. On March 13, I got an email saying it was delivered around 430 pm. I eagerly checked my buildings package room, it was not there. I checked my floor, the hallway, the neighbors. It was nowhere to be found. I checked the courier website and looked at the picture they provided. It was of a mailbox that is unfamiliar to me and it was then I realized that the courier delivered it to the wrong location! I contacted their customer service over email twice, no response. I chatted on their website and explained this situation. They told me they launched an investigation and that I have to wait the outcome of the investigation for them to take any action.I told them I want it reshipped because it is a very sought after item and I waited for months for it to be back in stock and worried that it will not come back on stock until months again. They said they will escalate and get back to me.They emailed me back 2 hours after the chat and said they will not reship and adhere to their policy that the investigation must be concluded. And even went as far as to say Once a package has been handed over to the courier, it is the customers responsibility to monitor its tracking updates and coordinate directly with the courier to ensure a smooth delivery.Thats a ridiculous response and expectation. The ineptness of a delivery company is not my responsibility and it is unacceptable and unreasonable to expect me to hound the delivery guy and stalk them and follow up with them on the day of delivery to coordinate a smooth delivery. Like I said, ridiculous.
Business Response
Date: 03/17/2025
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.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 03/17/2025

Complaint: 23063958

I am rejecting this response because I have not received a formal email regarding refund. Please provide a confirmation of the refund to the Adidas gift card I used. Or provide a new gift card and do that ASAP because like I said the item is popular and I would like to reorder it. Also, the carrier provided the picture of delivery to a mailroom/mailbox area that is NOT at my building.I know carriers have trackers on their delivery staff so they should be able to verify this. The package did not go missing, it was never delivered to my building - it was delivered somewhere else. Please check on that.
Sincerely,

***** *******
Business Response
Date: 03/26/2025
Sorry to hear there has been a delay in processing the refund on your recent order.

We will respond to you directly.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:03/09/2025
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.
Complaint Details:Product: Adidas Sambas (Big Kids' Size 6)Purchase Date: October 17, 2024 Purchase Location: Finish Line (Online Purchase)Order Number: ********** Nature of Complaint:On October 17, 2024, I purchased a pair of Adidas Sambas in Big Kids' Size 6 from Finish Line's online store. Upon wearing them, I experienced significant discomfort due to the hardness of the leather and interior of the shoe, leading to the development of a corn on my toe. I have since learned that different materials are used in the women's version of the Samba, which features a soft leather upper, potentially contributing to a more comfortable fit. Attempts to Resolve:Finish Line: I contacted Finish Line for a resolution but was informed that they could not accept returns for worn items beyond 45 days of purchase.Adidas Customer Service:Initially, I was asked to provide my phone number and mailing address and afterwards, I would be sent a gift card to purchase the women's pair of the Sambas. Later, I was instructed to return the defective shoes for a gift card equivalent to the original purchase price. However, this amount is insufficient to cover the cost of a Women's Size 7.5 Adidas Sambas, which I believe would resolve the comfort issues.Desired Resolution:I request that Adidas issue a gift card or voucher sufficient to purchase a Women's Size 7.5 pair of Adidas Sambas, without requiring the return of the defective pair, as I intend to donate them to the ************************ is important to note that Adidas has not responded to my multiple emails regarding this issue that were sent the week of 3/3/25. This is disappointing considering that customer satisfaction is a top priority for this brand. Supporting Documentation:I am prepared to provide copies of all correspondence, photographs of the defective product, and proof of purchase upon request.
Business Response
Date: 03/17/2025
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 see your product did not last as long as it should have.
In order for you to be refunded for the item, kindly return the item using the **** label provided.
Once we received the item back at the warehouse , you will be issued an adidas gift card 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: 03/17/2025

Complaint: 23042106

I am rejecting this response because: a lack of response to multiple emails is unacceptable, especially if the policy is to respond to a customers inquiry within 24 hours. Additionally, there is no specification on the amount that will be on the gift card.

Sincerely,

******* ******
Customer Answer
Date: 03/27/2025
I am filing this complaint due to Adidas ongoing failure to provide proper customer service, honor its own promotions, and resolve an issue that has required an unreasonable amount of my time and effort I originally purchased a pair of Adidas Sambas from Finish Line in October 2024. After experiencing defects with the shoes, I reached out to Adidas customer service for a resolution. After multiple emails and delays, I was finally issued a gift card to repurchase the shoes. However, due to misleading information on Adidas website about sizing differences between the mens and womens versions, I had to return the second pair as well Current Issue: As compensation for the ongoing inconvenience, Adidas promised me a 30% discount on my next purchase and free shipping. This was clearly stated in an email from Adidas customer service. However, when I received the voucher, I was unable to apply it to the shoes I intended to buy On March 27, 2025, I escalated the issue and was put in touch with a supervisor named *******. Instead of resolving the problem, ******* was dismissive and unhelpful. He repeatedly stated that the voucher could not be applied, despite my previous correspondence stating otherwise. After a frustrating back-and-forth conversation, he eventually offered a post-purchase refund for 30% offan option I do not trust given Adidas history of mishandling my case. Adidas misled me by initially stating I would receive 30% off my next purchase, only to later say that it does not apply to the item I need. I have spent months dealing with this issuecountless emails, phone calls, and returnsjust to purchase one pair of shoes. The level of customer service has been appalling, with dismissive representatives and inconsistent policies. Adidas is deliberately making this process difficult instead of honoring their commitment. At this point, after all the time and effort I have wasted, Adidas should provide me with the shoes for free as a goodwill gesture.
Business Response
Date: 03/31/2025
Thank you for contacting adidas through the Better Business Bureau.
We are very sorry to hear about your experience with our customer service team.
You have been refunded $80 for this purchase.
We had reached out to you directly with a resolution.

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 03/31/2025

Complaint: 23042106

I am rejecting this response because of Adidas ongoing failure to provide proper customer service, honor its own promotions, and resolve an issue that has required an unreasonable amount of my time and effort.

Background:

I originally purchased a pair of Adidas Sambas from Finish Line in October 2024. After experiencing defects with the shoes, I reached out to Adidas customer service for a resolution. After multiple emails and delays, I was finally issued a gift card to repurchase the shoes. However, due to misleading information on Adidas website about sizing differences between the mens and womens versions, I had to return the second pair as well.

Current Issue:
As compensation for the ongoing inconvenience, Adidas promised me a 30% discount on my next purchase and free shipping. This was clearly stated in an email from Adidas customer service. However, when I received the voucher, I was unable to apply it to the shoes I intended to buy.
On March 27, 2025, I escalated the issue and was put in touch with a supervisor named *******. Instead of resolving the problem, ******* was dismissive and unhelpful. He repeatedly stated that the voucher could not be applied, despite my previous correspondence stating otherwise. After a frustrating back-and-forth conversation, he eventually offered a post-purchase refund for 30% offan option I do not trust given Adidas history of mishandling my case.

Why This is Unacceptable:
Adidas misled me by initially stating I would receive 30% off my next purchase, only to later say that it does not apply to the item I need.
I have spent months dealing with this issuecountless emails, phone calls, and returnsjust to purchase one pair of shoes.
The level of customer service has been appalling, with dismissive representatives and inconsistent policies.
Adidas is deliberately making this process difficult instead of honoring their commitment.

Requested Resolution:
At this point, after all the time and effort I have wasted, Adidas should provide me with the shoes for free as a goodwill gesture. If that is not possible, I demand that Adidas:
1. Honor the 30% discount and free shipping as initially promised.
2. Provide immediate resolution instead of forcing me to go through another exhausting process.
3. Train their customer service representatives to honor their commitments and provide clear, consistent communication.

Sincerely,

******* ******
Initial Complaint
Date:03/09/2025
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.
There were 3 orders for which i returned items. These orders and returns were made in. NOV 2024 AND dec 2024. The return items were recieved by adidas in dec 2024 yet there is no refund till now. I have called multiple times the customer care but they have not helped and there is no update. Here are the details:1) Order no: AD935478529 Date of order: Thu, Oct 31 2024 Return number: ********** Return started: Sunday, November 17 2024;Return reached adidas warehouse - it reached before Nov 25 2024;Amount to be refunded: $695.50;Refund to original card made for payment: **** debit card ending in 5209;Reference case no for my complaint with Adidas customer care: *********** Order no: ***********;Date of order: Dec 3rd 2024;Return no. **********;Return started: Saturday, December 7 2024;Return reached adidas warehouse - Dec 11 2024;Amount to be refunded: $1,391.00;Refund to original card made for payment: credit card ending in 4850;Reference case no for my complaint with Adidas customer care: ********
Business Response
Date: 03/19/2025
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 order that you return.
We are currently looking into this issue with the warehouse.
Once we receive a response 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: 03/19/2025

Complaint: 23041941

I am rejecting this response because: it has already been more than 3 months since you have recieved my returns. Just saying you will talk to customer care and see whats going on is completely unsatisfactory. I have provided all the information regarding my order and returns. I expect to have a time bound resolution on this. I would like my refunds to my original mode of payment or via a cheque mailed to me by no later than 5pm EST of March 31st 2025.

Sincerely,

****** *******
Business Response
Date: 03/31/2025
Hello Seerat,
We are very sorry to hear about your experience with our customer service team and to hear there was a delay in processing the refund for your order.
We have refunded your remaining balance of $695.00 and $1391.00, 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:03/08/2025
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.
Complaint Against Adidas Failure to Resolve Lost Package Issue Subject: Adidas Refusing to Refund Lost Package Despite Evidence Complaint:I am filing this complaint against Adidas due to their failure to resolve my lost package claim in a fair and timely manner. I placed an order (Order Number: **********) with Adidas, spending over $400. The package was supposed to be delivered to my correct address, but it was never received.Upon checking the ***** delivery confirmation, I discovered that the package was not delivered to my correct address. The proof of delivery photo provided by ***** clearly shows an address that does not match mine. To support my claim, I submitted two photos of my correct address and the incorrect address where the package was allegedly delivered to Adidas customer service.However, despite this clear evidence, Adidas denied my claim on the basis that ***** marked the package as delivered, without properly verifying the delivery location. I escalated the issue, and Adidas reopened my claim, but they refused to issue a refund until ***** provides additional verification. Adidas customer service stated that they must wait for GPS scans, driver testimony, and station logs from ***** before they can take any further action.This process is completely unreasonable and unfair to the customer. I have already provided undeniable proof that the package was delivered to the wrong address. Adidas should take responsibility for ensuring proper delivery and issue a refund immediately instead of making customers wait indefinitely for a couriers response.I request that Adidas promptly refund my $416 purchase or provide a replacement order. If they fail to take appropriate action, I will escalate this matter further.Desired Resolution: Full refund or replacement of my order.Thank you for addressing this matter.
Business Response
Date: 03/11/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear that you did not receive your order.
The order number provided is not a valid order number for online adidas orders.
Kindly let us know where this purchase was made from.
If it was done from the adidas site our order number starts with AD0
You can also provide your email address use to place the order so we can try to look it up as well.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:03/07/2025
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 actually had a problem with the gazelles that it hurt my toenail and I'm still suffering through it I had to go to the hospital many doctors appointments so I tried switching to the falcons and they weren't the shoe either I have an old pair of Adidas I've been wearing that I cut a hole in but they owe me money back for this return it's brand new shoes I've never had a problem with them returning a pair of shoes the order was ad 9371-04916 in all the years they have never had a problem when I send something back I sent something back and they're brand new they received it December 19th 2024 first they said they processed it and I just never received the gift card now they're saying they're not going to give me the gift card or they're running me in circles I'm an exclusive Adidas where when I have a problem with their shoes I go to a different one I should have worn the wides but I wanted my feet to look pretty so I went to the gazelles and it hurt my toe yes I'm suffering but I am better I like my gift card to purchase another pair of wide shoes they don't want me to shop with them anymore then that's fine give me my money back and tell me
Customer Answer
Date: 03/17/2025

Better Business Bureau:

Complaint ******** please close my complaint the issue has been resolved thank you for excellent work
Business Response
Date: 03/17/2025
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 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:03/07/2025

Type:Service or Repair Issues

Status:

Answered

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# AD936834206,I am writing to formally express my dissatisfaction regarding the unresolved refund for my order placed on November 23, 2024. I returned the entire order, which was received by Adidas on November 27, 2024, and according to your website, the refund was issued on December 7, 2024. However, as of March 7, 2025, I have yet to receive my refund.I have contacted your customer service more than ten times, spoken with three supervisors, and had Case #******** opened on my behalf. Initially, I was told that a system update was causing a delay. Later, I was informed that an issue with my ****** account was preventing the refund from being processed. However, after personally reaching out to ******, they confirmed that there is no issue with my account.Despite my repeated attempts to resolve this matter, Adidas has refused to process my refund in an alternative way, such as by check or manual transaction. Even when I reluctantly requested a store credit just to close the case and recover my money, my request was ********* this point, Adidas has both my returned items and my money, leaving me without a resolution. This is completely unacceptable and constitutes unjust enrichment and failure to uphold basic consumer rights.I am formally demanding that Adidas immediately process my refund via an alternative method or escalate this issue to a higher authority for resolution.

Business Response

Date: 03/11/2025

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 the refund for your order.

We were only able to bill $1190.76 for this order from ******.

We tried to refund your account for the same amount on 2/12/2025 however it was rejected on ****** end.

Kindly reach out to ****** for assistance with your 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: 03/11/2025

Complaint: 23033259

I am rejecting this response because:

As I stated before, I have contacted your customer service more than ten times, spoken with three supervisors, and had Case #******** opened on my behalf. Initially, I was informed that an issue with my ****** account was preventing the refund from being processed. However, after personally reaching out to ******, they confirmed that there is no issue with my account.
Despite my repeated attempts to resolve this matter, Adidas has refused to process my refund through an alternative method, such as by check or manual transaction. Even when I reluctantly requested a store credit just to close the case and recover my money, my request was denied.
At this point, Adidas has both my returned items and my money, leaving me without a resolution. I am willing to accept a refund via check, provide my credit card information for a refund, or even accept store creditbut keeping both my return and my money is unacceptable. There must be a solution, as I have confirmed with ****** that there is no issue with my account.

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

Business Response

Date: 03/20/2025

Hello *****,

We are sorry to hear about your experience with our customer service team and to hear there was a delay in processing the refund for your order.

We will respond 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: 03/21/2025

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,

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

Customer Answer

Date: 05/13/2025

Case# ***-99403 I am writing regarding a recent issue with the store credit I was issued as a resolution to Case #********. I received two gift cards as store credits and was able to successfully make one purchase using one of the cards. However, after that, both gift cards became disabled. Every time I attempt to use either card, I receive an error message (attached for your reference). I have made several attempts to complete purchases, but the issue persists. At this point, I am requesting that Adidas either: Reissue two new, working gift cards in the same amounts, or Refund the full remaining value by check. I appreciate your prompt attention to this matter, and I look forward to a swift resolution. Sincerely, ***** *******

Business Response

Date: 05/21/2025

Hello *****,

I'm very sorry to hear that the two gift cards sent to you are no longer working.

Can you kindly provide us with the two gift card numbers sent to you so that we can look into this further for 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: 05/21/2025

Complaint: 23033259

I am responding to the business message:

Hello,

Thank you for your response.

Ive already contacted customer service four separate times regarding this issue and followed all their instructions from downloading the app to clearing my browser. Unfortunately, every time I try to use the gift cards, I receive the same error message.

I even requested that a representative place the order for me over the phone using the gift cards, but that also was not possible.

This has been quite frustrating, and I truly hope you can resolve it this time. Please find the gift card numbers below:

Card 1# ******************* had $500.00 ( I used $119.08 from it) then both cards became defective.

Card 2# ******************* $690.76

Thank you for your help, and I appreciate your attention to this matter.

Sincerely,
***** *******

Business Response

Date: 06/06/2025

Hello *****,

We are currently investigating to see why you are not able to make purchase using the 2 gift cards you have.

Once we have an update, we will reach out back to 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: 06/06/2025

Complaint: 23033259

I am rejecting this response because:

as there has already been an open case regarding this issue. I was assured that replacements for both gift cards would be issued, yet to date, no action has been taken.

This delay and lack of follow-through is not reflective of the level of service customers should expect. I am requesting the immediate issuance of replacements for both gift cards, as this matter has taken far longer than reasonable to resolve.

I appreciate your prompt attention to this issue.

Sincerely,

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

Business Response

Date: 06/24/2025

Hello *****,

We are actively investigating this matter on our end.

As soon as we have a resolution, we will reach out back to 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: 06/24/2025

Complaint: 23033259

I am rejecting this response because:

I am rejecting Adidass response because the issue has not been resolved. Adidas originally failed to refund my returned order (Order# AD936834206) placed on November 23, 2024. After months of delays and failed excuses, I was finally issued two gift cards as a store credit in Case #********. I was able to use one card for a purchase, but then both cards became disabled.
I reported this through Case #***-99403 on May 13, 2025, and was told the matter was being investigated. As of today, June 25, 2025, I have received no resolution. Both gift cards remain unusable, and I have not been offered a replacement, refund, or even an estimated resolution date. The investigation has dragged on for over a month with no real communication or progress.
Adidas still has both my returned merchandise and the funds. Offering non-functional store credit is not a resolution it is simply delaying the return of money that is rightfully mine. I am therefore rejecting this response and requesting that Adidas either reissue working gift cards in the correct amount or refund me via check or another direct payment method immediately.

Sincerely,
***** *******

Business Response

Date: 07/03/2025

Hello *****,

Your issue has been resolve on our end.

You should be able to make purchases now with the gift cards.

We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

Sincerely,

Consumer Relations

adidas America

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