Complaints

• Initial Complaint

  25/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order on October 3, 2024, for CAD $949.49, which was meant to be delivered to my home. However, the package was never delivered, and I did not receive any notification or signature request from the delivery driver, nor did they ring my doorbell. * ******* ***** **** *** **** ******* ** ********* *** ***** *** **** ******** *** ************ ********** ** *** ****** ********** ****** *** ******* ** ***  Adidas Canada initially responded by stating they would investigate the issue. After two weeks of no follow-up, I received an email saying they would not take any action regarding my missing package. The shipping information on their website indicated that ********* was the carrier, but they later claimed that a different delivery service, *******, completed the delivery. * ** ******* *** ******** ***** *********  I made multiple calls to Adidas Canada customer service in an attempt to resolve the issue. Every time I called, I was put on long holds, and each time, I was simply told to wait for further investigation. On the final call, after more than two weeks of waiting, they informed me that they would not help me and that no further action would be taken on their part. I also used the online chat feature, where the representative suggested that I visit an outlet store and repurchase the items if I needed them urgently. This response was ********** *** inadequate. The representative then closed the chat abruptly, leaving me with no resolution. **** ********* *** **** ** ********** *** ********* ** ** ******** *** ****** ************* **** **** * ****** ********* ******* **** ****** *** ****** ******** ******* ** **** **** *** **** ** *************** **** ************** *** ******* ** ******* **** ***** *** ****** ** *********** *********** *** ******* * ***** ******** ** ** ******* ** ****** ** * ******* ** **** *****

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to express my dissatisfaction with a recent order I placed through the Adidas official app. I purchased two pairs of ***** shoes, and shortly after completing the order, I realized that I had selected the wrong sizes. Both pairs are too small and will not fit. Upon trying to cancel the order immediately, I discovered there was no option to do so. The app did not provide a cancel button, and the only option I had was to proceed with the order. To make matters worse, I did not notice that this particular order was marked as a final sale at the time of purchase. Now that I have received the shoes, I am stuck with two pairs that do not fit, and apparently, due to the final sale policy, I am unable to return them. This has caused me considerable frustration as there was no clear indication of the final sale status during the checkout process* *** *** ******* ** * ************ ****** ****** ** ******* ******* ** *** ****** I kindly request a refund or the ability to return the shoes, as I believe these issues stem from a lack of clarity and functionality in the app. Additionally, I urge Adidas to consider improving the user experience by providing clear notices of final sale items and including an option to cancel orders, especially right after they are placed.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Subject: Request for Points Reinstatement *** ** ******* ************ *** ********* ******* Dear Adidas Co and BBB I am writing to formally request the reinstatement of my 9000 points, of which 8000 were intended for a ************ 1-year voucher exchange. Over the past two months, I have faced *********** ******* restrictions, ********* ******** ******** ****** *** ******** **** * ********* ****** ********** During this period, I was unable to actively monitor my account, leading to the expiration of these points. I would like to emphasize that I have been a dedicated premium subscriber to the Adidas Running App and an adiClub member for over seven years. My contributions to the brand exceed $1000, and my current standing is Level 3, not Level 2, as I have continuously invested in both services. Despite this loyalty, I was not notified of my expiring points, ***** * **** **** ******** ** * ********* ** *********** *** * ******* ** ***** ******* **** *** ******* *** ******* **** ******** ***** *** ************** * ******* ** ******* ** *********** ** ** ************* **** ** ****** **** **** ******** ******* ************* ** ** ******* ********** * ***** **** * ***** **** ******* ********** *** *************** *** ******** ******* ***** **** ******** ** * ***** ********* ********** **** ***** **** *********** ************* **** ***** I respectfully request that you reinstate my points ** * ******* ** ******** *** ********** ** *********** *** ***** *** ************ ** **** ********* **********  Thank you for your understanding and prompt attention to this matter. Sincerely, **** * Also my case request from online team to the back office is #********

  Customer response

  19/11/2024

  
  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

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a pair of soccer cleats from Adidas Canada on May 2024. The cleats were faulty I returned back in Jul 2024 . I request a refund to my original payment method. I was told my adidas that I would get a call from a secured line to have the funds return . That never happened on September 17, 2024. I optes for a gift card which was supposed to be a faster way of returning my money . O still have not heard anything about my refund . I am been told to wait they will get to my refund .

• Initial Complaint

  27/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  $440.06 in gift card balances remain unable to be spent on aididas.ca. Case #******** created on 05/30/24, almost 4 months, to have adidas.ca customer service fix the issue. Called multiple times including 09/18/24 told resolution by 09/25/24, called 09/26/24 still no resolution and no acknowledgement of escalation of issue by anyone at adidas.ca

• Initial Complaint

  26/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Sweatpants Advertised for 35 doller each but in checkout charge 50 plus doller each

• Initial Complaint

  17/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi Sorry to bother you with this but I have not been able to get a response from anyone at Adidas regarding my warranty claim ******** in over a week and I am getting very concerned, since I already sent my item to Adidas. On July 9 2024, case ******** was opened because of a defect in a pair of Adidas shorts I purchased. I provided the proof of purchase and all photos requested. I would like to note that the initial claim email from Adidas stated the following: Once your return is processed by our QA team and based on product availability, a replacement will be shipped to you, or your online credit voucher will be emailed which allows you to purchase a suitable replacement on our site. However, when I heard back from Adidas, I was only offered a 40$ voucher. I spent an hour on the website trying to find a suitable replacement but could find anything under 60$. I even paid more for this pair almost a year ago! I emailed Adidas at least 5 times explaining my concern regarding the fact that the terms of the warranty were not respected, as I am unable to get replacement or “suitable replacement”, but nobody is responding to me. I even called Adidas and was told this would be escalated and that I would hear back, but never did. * ***** **** ** ************* I agreed to the terms above and sent my item with all the necessary information. I expect Adidas to follow through with what we agreed to and to stop ignoring me, as I did nothing wrong. Thank you.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a pair of shoes for my son on March 6/24, it is now April 3/24 and the shoes never shipped, I have repeatedly contacted customer support to get a "credit voucher" and they keep telling me to call back in # of days, each customer support person tells me a different story, still processing, need to investigate, no supervisor is ever available, put 3 requests for supervisor to call me within 48 hrs, it's been 10 days, no call. * *** ** ***** ** **** ***** **** ********* ******* ***** ******* * **** ***** *** *** ***** I am out $300 for the purchase at adidas, which was from a warranty in the first place. I've been dealing with adidas since Jan 29/24 at the start of the warranty, * **** **** *** ** ** ***** I want a cheque back and not a credit voucher, ******** ******** ******** **** *** ********

• Initial Complaint

  02/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We purchased a pair of shoes online using a ****/debit. Adidas charged us twice for the purchase, withdrawing the full purchase price once on March 20, 2024 and again on March 21, 2024. We have tried several times to address this through their customer service chat and email. We have provided a copy of the bank account showing (1) it is a debit account, not a **** account, (2) two amounts of the same purchase price were withdrawn by Adidas. Despite this, they continue to claim "the system shows" only one payment was taken.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased items on Adidas*** website May 2/23. 2 Items were returned within the return window but I have not received the refund yet. I assumed everything would have been returned trusting a big company like Adidas. Below is the refund policy. I should have gotten my refund in 10 business days and it has been 10 months instead of the 10 days and still no promise of a refund but simply repeating that a credit voucher will be given on regular priced items. That is not what I asked for. "When will I get my refund? Refunds are generally issued within 10 business days of when the return was dropped off at *********. During busy periods, the processing time may be longer. It may take an additional 3-5 business days or up to a full billing cycle for the funds to appear on your original form of payment, depending on bank processing times." So far, I am getting the same messages from different people,17 emails over the course of a month. I am simply asking for **** ** ********** ***** my refund. I have clearly indicated that I do not wish for a credit **** * ** ********** ** ********** ******* ****** ******  * ***** ********** *** * ******* ** **** **** **** *** **** *** ********** ** ****** ** * ****** ****** *** ******** ******* *** **** *** ***** * *** *****

*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. ↩