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Business Profile

Retail Shoes

Adidas North America

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Adidas North America's headquarters and its corporate-owned locations. To view all corporate locations, see

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Adidas North America has 73 locations, listed below.

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    Customer Complaints Summary

    • 1,489 total complaints in the last 3 years.
    • 552 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/29/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      1. I made an online purchase from adidas.com/us on Tuesday 11 February 2025, order number: AD939699793. 2. It was indicated that the order would be delivered by 13/14 February 2025, as communicated by adidas. The order was shipped with OnTrac/Lasership Tracking number: 1LSCXON004NOAY5 3. Until 15 February status on the shipping company indicated "Weather delay. *********** alerts." and no further updates. on 25 February I followed up with both adidas and the shipping company on the status of my undelivered parcel and on the 26 February received an update on the system that my order was delivered, and it was NOT delivered. and no response to my queries on the missing delivery neither proof or evidence of delivery submitted. Today is 29 April 2025 and I still have no response despite my numerous queries.

      Business Response

      Date: 04/29/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear you did not receive your order.

      The carrier has confirmed a lost package claim and we have issued a refund.

      Please allow 2-3 business days for your financial institution to process the credit.

      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

      Customer Answer

      Date: 04/30/2025

       
      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. Given that Business process my refund in the stipulated timeframe of 2-3 days.

      Sincerely,

      ***** ***

    • Initial Complaint

      Date:04/28/2025

      Type:Product Issues
      Status:
      Resolved
      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 recently got my first job and was excited to purchase something nice for adidas. When they day of delivery came I went to check outside and found nothing, so I went out and talked with my neighbors and found nothing. I decide to give it time maybe it showed up and nothing, so I decided to contact customer service and they submitted a claim with fed ex. Today I got an email saying that the item was delivered to the right address and they cant do nothing about it. This left a bad taste in my mouth because I expected more from a big company like adidas. I am looking for a refund for the missing item. Hopefully we can get this resolved.

      Business Response

      Date: 04/29/2025

      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 ***************************. Add other delivery manager information depending on carrier 

      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

      Customer Answer

      Date: 04/30/2025

       
      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,

      Jac Lo

    • Initial Complaint

      Date:04/28/2025

      Type:Product Issues
      Status:
      Answered
      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 initiated an exchange with Adidas over a month ago. The returned item was confirmed as received at the exchange warehouse weeks ago according to the tracking information and Adidas' own website. However, the exchange is still pending and no replacement item has been shipped.I do not want a standard refund because I originally purchased the item with a special discount. I would like either (1) the exchange to be expedited and the replacement item shipped immediately, or (2) if a refund is necessary, Adidas should allow me to reorder the same item at the original discounted price.I have contacted Adidas customer service multiple times but the issue remains unresolved.

      Business Response

      Date: 04/29/2025

      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 that you have not receive your exchange items.

      Due to the timeframe that has passed, we have canceled the exchange and provided you with a refund, please allow 2-3 business days for processing.

      We have responded to you privately in regards to the price adjustment requested. 

      You are able to reorder the items at the same price.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

    • Initial Complaint

      Date:04/23/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Order Number: ADX12970033 Order recieved shoes are not true to size requested size 81/2. Shipping label provided and told that exchange size would be shipped out to me as soon as ***** was in custody of return shoe. Today I reach out to check on return and was rudely told that it would be 3-4 weeks before exchange would be processed. I was denied a supervisor and told if I wanted the smaller size sooner I could pay for them and when the return was processed I could return and request a refund!

      Business Response

      Date: 04/29/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear about your experience with our customer service team.

      In regards to our return policy, all exchanges has to be delivered back to the warehouse and go through a mandatory inspection before the exchange product is ship.

      Once the item is shipped you will be notified via email with your tracking information.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 04/29/2025

       
      Complaint: 23242426

      I am rejecting this response because:

      shoes were returned in new unworn condition on 4/21. Shoes were to be exchanged for 8.5. Message from adidas was my size was out of stock and would be shipped as soon as back in stock. Shoe came back in stock on 4/25 now shoe can not be shipped until 5 day inspection period. How long does it take to inspect a shoe that is brand new? Today I was told that I will not be my shoes until after 5/1/2025. Poor business practices. 

      Sincerely,

      Isshia ******

      Business Response

      Date: 05/07/2025

      Hello Isshia

      It shows that we have successfully delivered the exchange item on 5/3/2025.

      We show a refund was done as you stated the package was not received.

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

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 05/07/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. I waited patiently for these shoes and still did not receive my shoes. I did receive a refund. 


      Sincerely,

      Isshia ******

    • Initial Complaint

      Date:04/20/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 ordered an e-gift card on April 17 2025. It said it was expected within 2 hours. It never came. It switched to delayed on April 18 2025. I have contacted customer service multiple times over the last 4 days. They keep telling me its delayed it will arrive within the next ******************************************************************************** to wait it out. The gift card is not coming and I cant keep waiting. Im about to go on vacation and needed the gift card to give someone

      Business Response

      Date: 04/24/2025

      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 that you did not receive the gift card that you purchase.

      We have been able to resolve the issue and have sent you your gift card information via email.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 04/24/2025

       
      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

      Date:04/17/2025

      Type:Product Issues
      Status:
      Answered
      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 ordered a product from Adidas in October last year, but I never received it, and it was agreed that I would get a refund. Ive had over 30 chat sessions with customer service, and they keep repeating that the refund will be processed within 2-4 days, but I still havent received anything. I believe I should get my refund with interest for the delay.

      Business Response

      Date: 04/22/2025

      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 recent order.

      It shows that you had tried to apply gift card ******************* on that order however we couldn't process the charge.

      The funds of $25.32 is still on the card number *******************.

      We  sent a gift card to your email for the remaining balance of $9.54 that was owed for the package you did not receive.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 an order, (AD940607339) and returned it. It was delivered back to them 4/7/25. A week after they received it they have still not refunded me. I contacted them and they said it will be 3 more weeks. This is crazy. I just want my refund.

      Business Response

      Date: 04/17/2025

      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 recent 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

    • Initial Complaint

      Date:04/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 adidas **************** Team,I hope you're doing well. Im writing about a recent purchase of adidas Ultraboost 5 Running Shoes (Color: Black/Black/Black, Size: 8.5, Width: D - Medium) that I bought from ********** for $179.95.This purchase was special for meits my first pair of sneakers in 25 years. I spent a long time researching on ******* to find the perfect pair, and after careful consideration, I chose the Ultraboost 5 for its reputation for comfort and quality.Unfortunately, Ive been disappointed to find that after just a few wears (I work from home, so I havent used them heavily), the black soles have developed white scuff marks, making them look damaged even when I walk normally. None of my other shoes do this, and its frustrating, especially after such a thoughtful investment.Ive attached photos showing the issue. Given how much I trusted adidas for this purchase, Im hoping you can help by replacing them with a pair that doesnt show these marks so prominently.Thank you for your timeIve always admired adidas, and I hope we can resolve this. Please let me know what steps I should take ********* regards,Mister *** *************]

      Business Response

      Date: 04/14/2025

      Thank you for contacting adidas through the Better Business Bureau. 

      We are sorry to hear about your product not lasting as long as it should have. This is not the experience we want for our customers.

      Since this was purchased outside of adidas.com we can only 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. 



      Sincerely, 
      Consumer Relations 
      adidas America

      Customer Answer

      Date: 04/14/2025

       
      Complaint: 23199772

      I am rejecting this response because:  

      I did receive your email, that you wanted this item back and then you will issue me an addidas gift card. the problem is you dont have many styles in stock at your website. Most are via your retailers.

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

      you dont have the black on black in your website . So a gift card at *********** would be a downgrade to what I'm getting now.

       

      If you cannot do this, I would like to see if you can accommodate me with a gift card and I will choose another item from your website. I do have my mind set on this model , since it was reviewed on ******* as one of the most comfortable shows. 

       

      I would prefer to get a check send to me and then I can return this item and I will purchase a New balance or On cloud , since those are also reviewed as one of the most comfortable 

      I await your response on this and wish to have a contact person in the addidas executive office reach out with their contact information so we can resolve this issue


      Sincerely,

      Mister ***

      Business Response

      Date: 04/24/2025

      Hello Mister ***,

      As a part of our warranty return policy, we do not refund via cheque. All refunds are done via an electronic gift card.

      We can accommodate you once you decide to return the item by sending you the gift card.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

       

       

       

    • Initial Complaint

      Date:04/12/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Adidas had a package delivered but I never received it and the agents Ive talked to have been no help they promise all this stuff and Ive never received anything and then they put it back on the shipper who hasnt done anything Im just over waiting

      Business Response

      Date: 04/14/2025

      Thank you for contacting adidas through the Better Business Bureau. 

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

      We have refunded you for your missing shipment, please allow 2-3 business days for processing.


      Sincerely, 
      Consumer Relations 
      adidas America

    • Initial Complaint

      Date:04/11/2025

      Type:Product Issues
      Status:
      Resolved
      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 with Adidas online. They separated my 1 order (5 items) into 3 shipments and 3 different credit card invoices. They delivered 4 of the 5 items in the 3 shipments. I've attempted to dispute the charge using the delivery photo from ***** but they're progressing the dispute. I've spoken with them numerous times and they keep telling me that they're working on it. They tell me that they'll provide an update with 3-5 days after each call and they've provided no information following any of our interactions. I've now escalated my complaint with American Express to help me with the dispute. ***** delivery photo shows that the shoe box is not among the items delivered.

      Business Response

      Date: 04/14/2025

      Thank you for contacting adidas through the Better Business Bureau. 

      We are sorry to hear you did not receive one of your items. 

      We have refunded you for your missing article, please allow 2-3 business days for your financial institution to process the refund.

      We appreciate you being a loyal adidas fan.


      Sincerely, 
      Consumer Relations 
      adidas America

      Customer Answer

      Date: 04/14/2025

       
      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,

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

    Adidas North America is NOT a BBB Accredited Business.

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