Complaints

This profile includes complaints for Reebok International, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Reebok International, Ltd.

  25 Drydock Ave Boston, MA 02210-2344

• 

  Reebok International, Ltd.

  1220 Washington St Newton, MA 02465-2147

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:01/24/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On November 5, 2024, I ordered from ************************** a pair of new shoes, Zig Dynamica 5. Order RBEC11407946. Upon receipt of my order, I found that: 1. The merchandize information on the shoebox was correct, but inside of the shoebox were totally different Reebok shoes. They appeared as new, but were totally different from the ordered. 2. The appearance of the shoebox and the improper way the shoes were packed suggested that I was sent someone else's return.I immediately called *********** and reported that I received the shoes different from what I ordered and the received merchandize looks like someone else's return. The ************************** customer service requested me to file a return form and to send the shoes back to Reebock using the attached prepaid label. So I did on November 13, 2024, *** tracking number 1ZC6W9669017783773. Reebok received the return on November 19, 2024. Despite plentiful of time had passed, Reebok issued no refund for the return. Also, Reebok did not contact me. Therefore, in December of 2025, I called Reebok and asked about the refund. The customer service told me that the refund was blocked by their warehouse manager, who expected back the shoes that I ordered. I told her that the shoes were returned because the shoes sent to me were not as ordered. Nevertheless, the warehouse manager insisted that for a refund I had to send the ordered shoes, which I never received.Obviously, Reebok is shifting the burden of responsibility for its dysfunctional business operation on its customers. The money I paid to them were practically stolen to cover up the highly unprofessional manner in which they run their business.

  Customer Answer

  Date: 02/03/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:01/03/2025

  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 order some shoes from Reebok. I never because I didn't have anything to wear with it. So when I decided to wear them, I noticed the shoes were discolored and on the right shoe. I reached out to Reebok and they emailed me from Reebok Response. I emailed them in feb 2024 telling them I never got the gift card. I have attached the email. I can't find the email from Dec 2023. I want my money or my shoes. I have contacted Reebok many phone calls about this problem, and still no shoes or my money back.I ordered some shoes from Reebok, but I never wore them because I didn't have anything to match them. When I finally decided to wear the shoes, I noticed they were discolored, specifically the right shoe. I reached out to Reebok, and they responded to me via email. In February 2024, I emailed them again to inform them that I never received the gift card. I have attached that email for reference, but I can't find the email from December 2023. I want either my money back or a replacement for my shoes. I have contacted Reebok multiple times by phone regarding this issue, but I still haven't received either the shoe or my money back.

  Business Response

  Date: 01/07/2025

  Hi Ms ****************** you're having a good week. My apologies for the inconvenience here. We're going to email you a $100 Reebok gift card for the shoes. 

  Customer Answer

  Date: 01/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/12/2024

  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 (RBEC11535700) for Reebok x Sonic FloatZig 1 Shoes on December 6, 2024 at approximately 9:01 am. The shoes were released on that day at 9:00 am. I received confirmation of my order. On December 12, 2024 at approximately 12:02 AM I received notification that my order was cancelled. Called and spoke to customer service. Was told the shoe was on backorder after my order was placed. I never received notification of this. The customer service **** stated he didn't know why my order was cancelled. The store currently has an option to be put on a waitlist to get the shoe. I requested to speak to a supervisor but one was unavailable. Keep in mind I called at 08:00 am when they ********* son checked their website on December 6, ************************************************************************ his size (10).

  Business Response

  Date: 12/17/2024

  Hi Ms. ************** youre having a good week. My apologies for the issues with your order. Unfortunately, we no longer have these shoes in stock as the shoes were part of an extremely popular launch. Your order was placed in backordered status then eventually cancelled due to inventory no longer being available.I did some research into your interaction with the customer service team, and I am glad the team offered you a gift card as compensation for the inconvenience.Please join the waitlist for the shoes in the event we restock the shoes. Once again,I apologize for the inconvenience. Have a good rest of your week.
  Sincerely,
  Reebok Customer Care 

  Customer Answer

  Date: 12/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I was offered $20 gift card which I told the manager that was unacceptable.  Your company was selling shoes for 3 hours when in fact the shoes were sold out in minutes.  Has the company taken any actions for correcting their system problems?  Also if they shoes were sold out why were the listed on your Reebok store on ****** three days later for sale.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Tamiki

   

   

  Business Response

  Date: 12/23/2024

  My apologies for the inconvenience here, we will look to into improving our releases for future launches. 

• Initial Complaint

  Date:12/05/2024

  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 am a long time Reebok customer . I was given a a pair of ********************************************* as a birthday gift by a seven year old. The shoes have a defect that is very obvious . I contacted Reebok about replacing the item and they were not helpful . Reebok has been provided extensive pictures / video of this defect . The issue has gone round and round in circles and I need a resolution on it as I have been forced to either give up or talk endlessly about the same issue with their customer service .

  Business Response

  Date: 12/09/2024

  Hi Mr ******,

  Hope you had  good weekend. After doing some research I'm glad the able the team was able to come to a resolution and provide with a gift card for the defective shoes. As stated by the team on 12/6, the gift card should get to you within 3-5 business days.  

• Initial Complaint

  Date:11/18/2024

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Reebok regarding defective products and inadequate resolution to my concerns.The following items from my order (RB027920176) have material workmanship defects:Nano X1 Men's Training Shoes Nano X2 Men's Training Shoes I initially reached out to Reebok via ******** to discuss the issue and provided pictures of the defects. Reebok offered me a $50.00 gift card as compensation, which I do not find adequate given that the items cost $79.97 and $89.97, respectively.When I requested to speak with a supervisor, I was informed via chat that no supervisors were available, and I was advised to call customer care. Upon contacting customer care, I was told supervisors do not handle calls directly but would call me back within 1-2 hours. I have been given this same response multiple times, yet no supervisor has followed up with me.Given the circumstances and the inconvenience caused, I am requesting a $125.00 gift card as a fair resolution to this matter.I appreciate your attention to this issue and request that it be given the highest level of consideration.Thank you for your time and assistance.Sincerely,****** *******, II

  Business Response

  Date: 11/26/2024

  Hi My *******,

  My apologies for the inconvenience, but given the amount of time that has passed since the purchase, we cannot accommodate for more than a gift card worth $75 here. We added the funds to the gift card you received on 11/14/24 

  Customer Answer

  Date: 12/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ******* Ii

• Initial Complaint

  Date:11/12/2024

  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 placed an order for a pair f shoes from the Reebok Website on November 2. I received a shipping notification that my items has shipped on November 4. I've been checking the tracking and *** still only has a label created as of 11/5. I called customer service to enquire and they told me that they were still within the time frame to ship the order. I said I understand but this is the SECOND time I've order these shoes and you never shipped the first pair and I was told over and over that the warehouse wouldn't respond to the escalations or the warehouse can't find the product. Reebok has never reached out according to their system the order has been fulfilled and shipped. **************** told me that they can't escalate the order any higher they have to wait until the warehouse gets back to them. This item was never placed as out of stock or backorder when I ordered it for the second time and they still are not shipping the product or giving me any updates. I want this product I've already had to do a refund for the product once that order was place back on September 30 - order #RBEC11339234 - it shipped on October 1 but I ended up canceling it after **************** would not help me because it had not been shipped and that was on October 14th. I've been told they have inventory I can go on the website right now and reorder these shoes but **************** and whom ever is at the warehouse is not shipping my product. I need help and don't know where else to turn.

  Business Response

  Date: 11/15/2024

  Hi Ms **************** apologies for the inconvenience here, I am happy to see that a replacement order was placed and delivered to you via *** tracking number 1ZC6W9650148371346 

  Customer Answer

  Date: 11/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

  A replacement was sent and expedited to only after I filed this complaint. It's a shame it had to go this far to get them to ship the item.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:11/07/2024

  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 made this order with an expedited delivery on 11/6/2024 and it arrived incomplete the following day. I have an issue with the order summary of the items i ordered not matching what was actually received. In the order summary it shows that, in the one box that was supposed to be delivered to me, I was to receive four items of clothing and three pairs of shoes. What arrived at my door was a large box that only contained the 4 items of clothing, and zero of the three pairs of shoes ordered. From what I see *** labelled the box to weigh 11 pounds, and the box definitely felt lighter than the weight on record. My first assumption was that the order was split into two boxes, this thought was immediately proved wrong with a call to Reeboks customer service which verified this order was all supposed to be in the one box i received today. Additionally if the order was split into two boxes I would have had two tracking numbers, which was never offered, only solidifying the fact that my order was sent to me incomplete even though the order summary sent to me says i should have received the three pairs of shoes today with the four items of clothes i ordered. I'm just disappointed there is no oversight on these order that get packed and would like to see some type of resolution. The customer service representative I talked to mentioned I have to wait until this time tomorrow to call again if I haven't received my second half of the order to have the order replaced, but that doesn't make sense due to there only being one tracking number and one box associated with this order, so I'm not exactly sure what I'm waiting for. I just hope that the offer she made to reorder them also includes the expedited shipping I paid for.

  Business Response

  Date: 11/15/2024

  Hi Mr ****************** apologies for the inconvenience here, I'm happy to see the customers service team was able to place a replacement order for the missing shoes. *** tracking number is 1ZC6W9650312294403

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair 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 am writing to bring to your attention a quality issue Ive experienced with a pair of Reebok shoes that I purchased. Unfortunately, after only normal use, Ive noticed that both the interior and exterior of the shoes are peeling off.Given Reeboks reputation for quality and durability, I am quite disappointed with this occurrence. I believe this to be a manufacturing defect, as Ive taken proper care of the shoes and have used them under normal conditions.I kindly request that Reebok replace the shoes with a new pair. I can provide any additional information you may need, including photos of the damage or proof of purchase. I have contacted customer service many times but have not received a response.

  Business Response

  Date: 09/20/2024

  Hi Ms. ***************** team offered you a $20 gift card after you provided the team the attached screenshot on 9/10/24. The screenshot indicated that you purchased the shoes from ******* on October 28, 2023 for a total $11.52 

  Customer Answer

  Date: 09/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I appreciate your offer of a $20 compensation; however, I must decline. I would request either a $65 gift card or a replacement of the shoes. While the receipt reflects an $11 charge this is due to store credit being applied at the time of purchase, the actual value of the item is $65. Therefore, I kindly request either a gift card for that amount or a replacement pair of shoes.
  

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ashish

   

   

  Business Response

  Date: 10/09/2024

  Hello,

  A gift card in the value of $65 will be sent to your email 

• Initial Complaint

  Date:09/04/2024

  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.

  August 9th of the current year I made a purchase online of $227.12 at **************************. The 13th of that month I received a message that the package has been delivered and received by a person I don't know. The package wasn't received at my address at all. I call the company and also *** and they both said that the package was delivered. After filling a complain with ***, their resolution was the package could not been found. To my understanding the package was delivered to another address and Reebok says is not responsible for it nor **** Reebok customer service today mention to dispute the charge through ******, since I used them to pay for my order, to get my money back. Nothing has happened after my multiple calls to Reebok and I need help with this matter. Thanks

  Business Response

  Date: 09/12/2024

  Hi ******** *****,

  It appears that you used a freight forwarding courier to ship this order to a non-US location.  Reebok is not responsible for any missing/lost package of this nature. We would suggest you check with the courier company. 

• Initial Complaint

  Date:09/01/2024

  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 on August 29. I got a shipping confirmation on August 30.The order shows delivered on August 31. However, the shipped to address is a random address in ******** instead of my address in *****. Furthermore, the order details in the 'Shipped' email show that a size 10 was shipped instead of the size 9.5 I ordered. The original order confirmation email shows my TX address for both the billing and shipping address.I contacted customer support on September 1 regarding the incorrect tracking address. I was attempted to be gaslit by ****** into thinking that I incorrectly entered the shipping address when I placed the order, and thus Reebok was not liable. Once I sent a screenshot of the order confirmation showing the ship/bill address to **, he instead pivoted to blaming *** instead, and refused to investigate at all on why the order was shipped to a random address in ******** in the first place. Quite possibly the worst customer service I had ever seen. I've had to deal with many customer service agents that did not have much power to change anything, but this is the first where they attempted to push the blame from a broken system to the customer.

  Business Response

  Date: 09/10/2024

  Hi Mr ***************** apologies for the inconvenience here! Can you send over a screenshot of the charge to your card please? 

  Customer Answer

  Date: 09/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have attached a screenshot of my credit card transaction.

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Hiroki

   

   

  Business Response

  Date: 09/18/2024

  Hi ** *******, 

  Order RBEC11260891 was successfully voided as previously stated. The screenshot shared is linked to one of your other orders successfully placed that day. Example order RBEC11261524 which successfully delivered to you on September 4th.  ************************************************************************************