Retail Shoes
Adidas North AmericaHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Retail Shoes.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Filing for RETURN regarding the dissatisfaction from Adidas - Failing to address and not resolving the issue. Package Tracking Number ************ ******* The above-stated package was lost and not delivered, ***** suggested I reach out to Adidas in order to get the claim. Based on that I filed the complaint. It has now been more than THREE WEEKS, I have not heard from Adidas claims department (even after making calls twice) or any other manager who'd help me to resolve my problem. Adidas issued me a case number TWO WEEKS ago - ******** I feel Adidas ONLINE services are unsafe, if the package is LOST, Adidas will not show any care in addressing their customer's concern. I regret and will NEVER use adidas.com (**) to order.Business response
03/05/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear you have yet to receive your package. Please confirm the order number and which items that you did not receive so that we can better assist.
Best,
Consumer Relations
Adidas America
Customer response
03/08/2022
Better Business Bureau:
Based my my complaint ID ********, ********************** asked me to provide details about the missing package. Details are mentioned below;Adidas Order Number - AD118975603
Package 1 was delivered on time, but Package 2 was lost.
Package 2 was: CLOUDFOAM PURE 2.0 SHOES
H00945
Cloud White / Vapour Pink / Wonder White
7 (Women's)
$60I hope this time, Adidas is able to provide me assistance and offer a resolution for my lost package.
Sincerely,
***********************Initial Complaint
02/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned my order AD120954614 for 2 months now and its been delivered for over a month and I still have not received a refund from adidas. I kept on contacting adidas but they keep asking me to wait.ADDRESS ***** in ********************************************************** ********** *********************Business response
03/05/2022
Thank you for contacting Adidas through the Better Business Bureau, we sorry to hear about the delay in processing a refund for your return. Due to the high dollar value, we have sent the order details to our returns team for assistance. They informed us, the items received did not match those on the return label and are unable to issue a refund. Should you need a new return label to send back the correct items, we would be happy to assist.
Sincerely,
Consumer Relations
Adidas AmericaCustomer response
03/05/2022
Complaint: 16792877
I am rejecting this response because: I have returned it for months
Sincerely,
***** InInitial Complaint
02/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order #AD080425915 Date: 12/1/20202 items $40.00 Cyber Monday: 40% Off Sitewide*-$16.00 Delivery $2.00 Sales tax $2.10 Amount $28.10 I placed an order with Adidas, they sent me an email notification that it had been delivered. I checked around my home to see if it indeed had been delivered, since I was home all day as it was my day off and had been waiting for this. I called ***** the following day to see if it was some how on the truck still. They told me that they would look into this matter and notify me. I was sent a letter that saying that I needed to contact Adidas as they were the sender and didn't have a signature required option on the package. I contacted them within a day or two after receiving this letter. After speaking to a representative and telling them what the situation was, not receiving my package and telling them what the letter from ***** had advised me, they told me that they would look into and contact me. A month or so went by and nothing, so I contacted them again. In a calendar year I contacted Adidas over 6-7 times telling the same story every time and speaking to someone different. Everyone of the representatives told me that I could not speak to a manager or supervisor to escalate the situation as they were busy or in meetings and they would contact me. Needless to say this never happened. My last contact with Adidas was before the year anniversary in December. After refusing to get off the phone until I spoke to a manager or supervisor, trying to get this issue resolved, I was hung up on. I called back and after looking up my order number the representative again hung up on me without a word. I attempted to send an email to ********************* Shipping Supervisor at adidas Greenville-********************* ************** Area to know avail. I explained to representatives that I have made multiple orders in the past with NO issues. I have given them every opportunity to make this right, they have not. I want my product that I paid for!Business response
03/05/2022
Thank you for contacting Adidas through the Better Business Bureau, we sorry to hear about your experience with our customer service them and that you have a potential missing package.
The carrier determined the package was delivered to the requested location and due to this, Adidas cannot issue a refund. Additionally, this order is too old to further investigate and we no longer have the order details on record.We understand packages get stolen from time to time and know how frustrating it can be. We hope to turn this experience around for you sometime in the future and have issue a gift card for the inconvenience.
Sincerely,
Consumer Relations
Adidas America
Initial Complaint
02/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned my order AD121717017 for over 2 months still no refund yet. I contacted and was told to wait 6 weeks which I did and still no refund.ADDRESS richyy wongg ************************************************************* ********** **********************Business response
03/04/2022
Thank you for contacting Adidas through the Better Business Bureau, we sorry to hear about the delay in processing a refund for your return. Due to the high dollar value, we have sent the order details to our returns team for assistance. They informed us, the items received did not match those on the return label and are unable to issue a refund. Should you need a new return label to send back the correct items, we would be happy to assist.
Sincerely,
Consumer Relations
Adidas AmericaInitial Complaint
02/21/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I returned my order AD121685082 for over 2 months and its been delivered for over 14 business days. I waited the time stated on adidas's site however I still have not been refunded.ADDRESS ****** ** **** ********* cod ********************************** ********** **********************Business response
03/04/2022
Thank you for contacting Adidas through the Better Business Bureau, we sorry to hear about the delay in processing a refund for your return. Due to the high dollar value, we have sent the order details to our returns team for assistance. They informed us, the items received did not match those on the return label and are unable to issue a refund. Should you need a new return label to send back the correct items, we would be happy to assist.
Sincerely,
Consumer Relations
Adidas America
Initial Complaint
02/21/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I returned my order AD121337398 for over 2 months and its been delivered for over a month however I still have yet to receive a refund. I contacted adidas multiple times and all they have told me to do it wait and nothing else.ADDRESS ********************* **************************************************************** ********** *********************Business response
03/04/2022
Thank you for contacting Adidas through the Better Business Bureau, we sorry to hear about the delay in processing a refund for your return. Due to the high dollar value, we have sent the order details to our returns team for assistance. They informed us, the items received did not match those on the return label and are unable to issue a refund. Should you need a new return label to send back the correct items, we would be happy to assist.
Sincerely,
Consumer Relations
Adidas AmericaInitial Complaint
02/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I order a pair of shoes and it shows on their website it was delivered jan 25, 2022 i reached out to the business every week since i did not receive the product i have ordered still to this day they are stating they have filed a notice with the delivery company and still have not received notice back. I keep getting the run around and i just want a full refund of the item since it was never delivered. i can provide proof if needed.Business response
02/24/2022
Thank you for contacting Adidas through the Better Business Bureau, we are sorry to hear you have yet to receive your order.
OnTrac has confirmed a lost package claim and a refund was issued on 2/22/22. Please allow 2-3 business days for your financial institution to process the credit.
This is not the experience that we want for our customers, please accept our apologies. We appreciate you being a loyal adidas fan.Sincerely,
Consumer Relations
Adidas America
Initial Complaint
02/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The adidas North America company has a phone app that they use for shoe releases. The web app will have errors during releases frequently. I was able to purchase the pair of shoes with no problem. When I received them I noticed they didnt fit and was going to return them. When returning items that is also done throughout the phone app. I started a return and awaited an email with a shipping label. After waiting for several days I opened a chat with customer service and was told the return was never started. The representative than stated that the window to return the item was 7 days instead of the normal return window. The representative stated he would speak to his supervisor and email me a response. After several days with no response I opened another chat to follow up and was told the same thing. Then shortly after I receive an email stating my return cant be processed because of the return policy. While I dont agree with the return policy I do understand it. The issue is that when I started the return I was never given an error message and was shown the return started. Then after explaining this the company took no action to help the situation or how to prevent it in the future. This leads me to believe they are aware of the problem and are not working on fixing the issue.Business response
02/24/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear you're needing to return your order. We are not seeing any current orders under the information provided. So that we can better assist, please provide the order number.
Sincerely,
Consumer Relations
Adidas America
Customer response
03/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, the order number is AD900674086.
Sincerely,
*************************Customer response
04/05/2022
The complaint ID is : ********
The company agreed to a resolution then stopped communicating with me. When asked if a resolution was agreed to, I chose yes which closed the ticket but while the resolution was agreed upon , the company failed to comply. I am simply asking for a refund now because clearly, they don't want to fix the issue.
Thank you for your time.
Very respectfully,
****************************Business response
04/09/2022
Thank you for providing your order number, we are sorry to hear you had trouble with making a return for your order. We have issued a return label for your order, please keep an eye on your inbox for an email containing the return label and instructions. When our returns team processes the return, a refund will be issued.
Sincerely,
Consumer Relations
Adidas America
Initial Complaint
02/19/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Gave me the run around. Was trying to purchase something on the site, tried 9 times and it didnt work. Spoke with customer service and was told to go to a **********************, which I did, store refused to honor the online promo. Wasted driving an hour back and forth. Tried to resolve through chat and wasted 2 hours and still not resolved.Business response
02/23/2022
Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear about your recent experience with placing an order on Adidas.com.
Our payment processing system identified some discrepancies in the information you provided, or it did not meet the criteria necessary to place an online order with us. For your security, we are unable to see any specific reason as to why the order was not accepted.
If you see any charges on your card, please know these are pending authorizations and will not post to your account.Our retail stores and Adidas.com are not affiliated and do not run the same promotions, additionally, they do not have the ability to accommodate promotions from each site.
Once again please accept our apologies for this.
Sincerely,Consumer Relations
Adidas America
Customer response
02/25/2022
Complaint: 16788133
I am rejecting this response because: that is not an acceptable resolution. I guess I willstop shopping at adidas.
Sincerely,
***********************
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1,543 total complaints in the last 3 years.
532 complaints closed in the last 12 months.
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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
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.