Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On the day of our visit, we purchased 86 items, which is well below the store's stated bulk-buy limit of 200 items or $5,000, as confirmed by the store manager (a woman). When we inquired whether additional stock was available in the back, we were lied to and told that there were no further items. Later on, we found that there were more items available on the shelves but employees refused to allow us to purchase them.We again asked for clarification regarding the bulk-buy policy and reinstate what the other manager said. The head manager (a man) said nothing but "ok" then him and an employee (a man with glasses) both informed us that we would not be allowed to make any further purchases, even if we returned at a later date. Which suggested that we were most likely banned from the store.The behavior exhibited by the staff and management was completely unacceptable. Not only were we treated with unprofessionalism and rudeness, but we were also subjected to what we can only describe as racism. The head manager was particularly aggressive and condescending, to add insult, he even yelled at us when we questioned the store's bulk-buy policy, dismissing us with the remark that we "dont need to shop here."During the checkout process, I overheard a conversation between employees discussing a $10,000 transaction made by a group of 2 bulk buy. This amount far exceeded the value of my purchase, yet no such restrictions were imposed on those individuals. This discrepancy raises serious concerns about the fairness and consistency of the store's policies and ************ a loyal Adidas customer I am extremely disappointed by the way I was treated. I expect not only an apology but a thorough investigation into the actions of the employees involved, including the head manager. I also request clarification of the stores bulk-buy policies and a commitment to ensuring that all customers are treated with the respect and fairness they deserve, regardless of race or background.

  Business response

  02/05/2025

  Thank you for contacting adidas through the Better Business Bureau.

  We are sorry to hear about your experience with one of our retail stores.

  Can you please let us know which store this is, the date of the transaction and also  can you please provide us with the receipt.

  Once we receive these information, we will look into this further for you.

   

  Sincerely,

  Consumer Relations

  adidas America

• 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

  01/29/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a jacket on the 2nd of January and never received the jacket. I received an email from adidas notifying me that the jacket will be delivered later that afternoon 01/11/2025I received an email saying delivered. I contacted adidas immediately to let them it was never delivered. I also asked for proof of delivery. They never sent proof of nor a refund. Its been almost a month since my order was placed and I am yet to receive my refund. This is very unfair as I have been a customer for almost or over 10 years and never had a complaint until now. It is very unfortunate. Regards,***** Osa

  Business response

  01/30/2025

  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 response

  01/30/2025

   
  Complaint: 22867483
  
  I am rejecting this response because: 

  The package was never delivered. The issue is not that I cannot find it. The issue is you never provided proof of delivery and you held my money for over a month. Could you please provide proof of delivery? 
  

  I called adidas the very day I received the delivery notice to let them know it was not delivered as I was outside shoving snow and no one showed up nor did my security camera pick up any attempt of delivery. I was told the carrier marked delivery in advance I explained to them how much I wanted the jacket as they were running out. ( it was a birthday present) 

  so my issue with the reply is the language. An attempt to deliver was never made. Adidas can also check the history of the delivery company they use ( ontrac) they are known to do this  

  
  Sincerely,
  
  ***** Osa

  Business response

  02/12/2025

  Hello *****,

  We reach out to the carrier and they advised that the package was not delivered successfully and that it was lost in transit.

  We had refunded the order due to that finding.

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

   

  Sincerely,

  Consumer Relations

  adidas America

  Customer response

  02/12/2025

   
  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,
  
  ***** Osa

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 3 pairs of the same shoe since I liked the style and fit and those change all the time. 2 of the pairs have had defects already where a portion of the sole has separated prematurely. I had only worn the 2nd shoes a handful of times over the course of a month, But since I bought the more than 6 months ago they won't warranty them. After going back and forth with them several times via chat and email they offered a 30% "voucher" which is really just a promo code that you can't actually use on anything because most of their items are excluded from promotions. I have asked many times to no avail for them to offer a credit or store credit or an actual discount on a different replacement pair of shoes since mine are no longer available. They just keep saying we have offered a voucher, but it's not really a voucher. I called 3 times today to get hung up on by customer service while trying to reach a resolution. Clearly they do not care about their customer service or retaining a customer by standing behind their products.

  Business response

  01/29/2025

  Thank you for contacting adidas through the Better Business Bureau.
  
  As per our policies on a Warranty, it states: 
  "Adidas products manufactured or purchased within the last 6 months are eligible for a Return Authorization."
  
  A $25 electronic gift card will be sent for you to be able to apply on your next order. 
  
  
  Sincerely, 
  Consumer Relations 
  adidas America

  Customer response

  01/29/2025

   
  Complaint: 22871341
  
  I am rejecting this response because:

  I understand your stance on your warranty policy now, therefore in the future I will not buy multiple pairs of shoes at one time.  However,  send me an additional $25 gift card totaling $50 and that will make it close enough to square for me to accept this resolution and I will continue to be a customer.  

  
  Sincerely,
  
  **** *****

  Business response

  02/05/2025

  Hello ****,

  We are sorry to hear about your experience with our customer service team and to hear that the product did not last as long as it you expected.

  We will only provide the $25 giftcard offered and sent since these items were purchase more than 2 years ago

  We will also send you a 30% voucher as well to go along with the gift card.

   

  Sincerely,

  Consumer Relations

  adidas America

  Customer response

  02/05/2025

   
  Complaint: 22871341
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

   

  Once again,  these vouchers are useless.  Send a gift card I can use and be done with this nonsense. 

• 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

*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. ↩