Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a pair of adidas gazelle shoes. Within 8 months the soles are falling off. I contacted adidas about returning or exchanging the shoes. They did not but instead gave me a 30% off coupon that is not valid against the same shoe. I want a pair of shoes that do not fall apart. The quality of this shoe is very bad and is defective. Adidas was not willing to help me. I wasted 108$ for a shoe i couldnt even wear 8 months! Im so disappointed

  Business response

  02/05/2025

  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.

  Since this was purchased on adidas.com we will send you 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.

  For more details, please visit the **************** pages at **********************.

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

   

  Sincerely,

  Consumer Relations

  adidas America

  Customer response

  02/06/2025

   
  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

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son was confirmed in the Adidas confirmed app for a pair of Yeezy foam runners for $90.00. I placed the order with my Discover card and never received them. I called them about the order twice and was told that they would look into it. Never received a call or an email. I filed a claim with the shipper and they turned up with nothing. Some time has passed and I havent received any notice or a refund for my purchase. The order placed on March 15th, 2024.

  Business response

  01/30/2025

  Thank you for contacting adidas through the Better Business Bureau. 
  
  We are sorry to hear about your experience with our customer service team.
  
  In order to better assist, can the order number be provided along with the name, email and the last 4 digits of the credit card used, that is associated with the order.
  
  
  Sincerely, 
  Consumer Relations 
  adidas America

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $500 in gift cards were purchased with no set expiry date thru consumer which do not work on the site anymore, I have reached out directly to the support and legal but no response. ******** customer service and would not recommend.I would like to have a reimbursement of my funds.

  Business response

  01/30/2025

  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 was an issue with your gift card. 
  
  In order to better assist, we will need for you to provide the gift card number. 
  
  
  Sincerely, 
  Consumer Relations 
  adidas America

• Initial Complaint

  01/19/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed this order on Oct.08, and arrived on Oct.16. The shoes feels small and I decided to return it immediately . I created the return label on the same day and brought it to ***** (1118 Outlet Collection **************************) on Oct.17. ***** Tracking number: ************. Now I can't receive the refund after many many days,and I asked for customer service first time on ******. They said they will handle it and give me the refund (case number: 78403620,ref:_00D20mJS8._500drBe5p3:ref). One week later, nothing changed. I asked for the customer service again on ******, they still said the same thing, the refund is on the way balabala, (case number: 78834342,ref:_00D20mJS8._500drC8vev:ref). OK, I will keep waiting. It's been almost two months now, I still have not received the refund and I asked the customer service again on ******. This time they said: oh, it's your bank's problem, you'd better ask them, and then I called my bank's credit card center asking, they said my card never has a pending refund from Adidas, if they processing the refund, there must has the RECEIPT for this refund, bring it to the bank. I checked the ***** package history, it shows me ***** did have my package but the package still has not been delivered after two months. So I am going to ***** officer and asking, they said their system has been glitchy for the past two months and the package has actually been delivered to Adidas, let them help you to check.I trying to file a claim from ***** but they said only shipper who have a contract with them (mean Adidas) can file a ********* they make me in a black list and I can't connect the customer service, I just want to get my refund, and penalty Adidas.

  Business response

  01/21/2025

  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

  Customer response

  01/21/2025

   
  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.
  

  I accept the business's response to resolve this complaint, and Adidas said the refund will be process in 2-3 days, I will keep waiting several days and double check if I can receive the refund. All the thanks to Better Business Bureau. Have a great day to your team.

  Sincerely,
  
  *** ****

• Initial Complaint

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  adidas/lasership did not deliver the package they claimed they delivered on order #AD938709507. lasership claimed they delivered the package at 11:30 PM (no one delivers at that time of night) on Jan. 17. We live in an apartment building and if the package was delivered as claimed, the doorman would have accepted it. The doorman told me that no such package was delivered. Please note that there appear to be 100s if not 1000s of online complaints about lasership not delivering packages, delivering them to the wrong address, and/or claiming that they delivered packages when they did not. In one complaint, lasership took a picture of a package they claimed they delivered to the specified address, and the customer said the picture wasn't of their porch, then lasership had the gall to ask the customer to submit a picture of their porch. Why does adidas insist on alienating customers by using lasership? Because every time we call adidas, we get more run around. Yesterday, the woman on the phone at adidas said to call back today for our refund, and today, we were told that we have to wait 14 days for an "investigation." Adidas took our money right away, but we have to wait 14 days for a bogus "investigation" adidas calls their "procedure"? I might suggest that adidas's "procedures" are gaslighting designed to fill adidas's pockets while ripping off customers. ********************** took our money right away, but we have to wait 14 days for adidas to take the word of lasership that has a tsunami of online complaints against them instead of adidas believing honest, innocent people who just want to to get what they paid for and not get ripped off. We paid for, but did not receive the following 3 items: (1) one pair of adicolor SST track pants $70 (2) one tricot 3-stripes fashion track top $60, and (3) one pair of SL 72 06 shoes $100. Immediately refund us for these 3 items (plus tax). Shame on adidas "customer service" and "leadership"!

  Business response

  01/20/2025

  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

• Initial Complaint

  01/18/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  on 1/9/25, I placed an order on Adidas.com via order number AD938888192. The order contained 1 pair of shoes. The shoes had an estimated delivery date of: Tuesday, January 14 to Wednesday, January 15. I noticed they were supposed to arrive 1/14, but the carrier labeled a "weather delay". I thought this was strange because there are no weather issues in my area. It was a nice 60 degrees between the 13th-17th. No weather issues. The carrier did this again on 1/15. Ok strange. AND AGAIN on the 16th. It's obvious something was going on. The package that had a weather delay was not due to weather in my city so I got worried. It was finally marked as "delivered" On 1/17, 2 days post the promised delivery date. BUT it was signed by a name I do not recognize and there were NO photos of where the package was left. So I called ***** to do a claim. the claim number was C-177232810. Today, 1/18, they denied my claim. So I contacted Adidas. Adidas customer service was of NO HELP. They said they will file a claim again. I refused because if they already denied my first one, what makes me think they will approve the 2nd one? The agent did not care or listen to me. Instead, they proceeded with a claim via case ********. All I wanted were the shoes. But now that I check today, the shoes are showing out of stock, so I am left with no option but to ask for a refund. Adidas used a carrier that delivered my shoes to the wrong address and left no photos or anything as proof of delivery. I am very disappointed here and their customer service has failed me. I am requesting Adidas makes things right here.

  Business response

  01/20/2025

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

  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

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ordered two pairs of tennis shoes for Christmas which i did not receive, apparently they were delivered, left on stoop in plain sight for all to see. only can assume they were stolen. called adidas in a timely manner to relay this information. was told would have to wait for an investigation with ***** which took over a month and i called on a regular basis only to be told no, because Fed X will NOT reimburse them. issues of missing packages have happen in the past with other companies who have replaced the item with mandated signature required upon delivery. when suggested this was told "no". now i am responsible for over $200.00 worth of merchandise i do not have because Fed X would not reimburse them. i have never heard of this practice before.

  Business response

  01/14/2025

  Thank you for contacting adidas through the Better Business Bureau.

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

  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 ***************************.

   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

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  am beyond frustrated and angry that my sons jersey has still not arrived. Ive contacted you before, and your response that there is a "proof of delivery" from ***** is completely ridiculous. The fact that a package of this value was left outside an apartment with no signature required is utterly unacceptable.A $111 jersey should not be treated as if its just another package. This is a high-value item, and it should have been signed for upon delivery, not left unattended. It has been over a MONTH since the supposed delivery, and still no sign of the jersey.I am demanding an immediate refund back to my account. The lack of proper delivery procedure and your failure to resolve this issue is completely unacceptable. I expect my refund to be processed without further delay.I expect a prompt resolution, and if this is not taken seriously, I will escalate this matter further.Sincerely,

  Business response

  01/14/2025

  Thank you for contacting adidas through the Better Business Bureau.

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

  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 ***************************.

  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

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an online purchase on December 8th, 2024, as a Christmas gift for my sister. It says it was delivered on 12/26/ @11:30pm. It was never delivered, and just looking at the time they said it was delivered was suspicious. Nevertheless, my sister checked her camera footage and asked the neighbors, and it was not delivered. I contacted customer service, who said they had to contact the courier service and they would have a response in a week. I am not satisfied with the response. Now, we are two weeks later, and no one knows anything. I am incredibly frustrated that such a big retailer doesn't have better customer service and that I, as a hard-working individual, have to go through so much for a replacement, knowing that your company indeed has insurance and opted to select such a poor courier provider instead of fed ex or *** instead you save the money and pick a lower delivery provider and I as the consumer now have to go through h*** to get my money back because at this time I no longer want a replacement. I want a full refund and will never do business with Adidas again.

  Business response

  01/13/2025

  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

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 15, I was issued a refund by an adidas store. This refund never reached my account. I called the **********************, who told me to contact my bank. The bank filed a claim but told me they couldnt see anything on their end and to contact adidas again. The claim was denied, and I contacted adidas corporate, who told me to contact my bank. I went back and forth contacting each party several times with new information, and eventually, they all basically told me that they cant help.

  Business response

  01/17/2025

  Thank you for contacting adidas through the Better Business Bureau.

  We are currently still awaiting a response from our payment team.
  
  Once we receive that response we would be able to follow up with you.
  
  
  
  Sincerely,
  
  Consumer Relations
  
  adidas America
  
  
  
  

  
  

*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. ↩