ComplaintsforAdidas North America

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered shoes from the Adidas website and the pictures are attached of what I got. On July 13, 2024 I ordered a pair *****'s and on July 17, 2024 I received the sneakers that are attached on July 18, I reached out to adidas and they stated for me to send in pictures of what I ordered and what I got. I did that and they stated that I would hear something in 72 hours of the investigation. I called back on July 19, 2024 to assure that the email had been received and the customer representative stated that it had been received and I will hear something. I had not heard anything so i followed up on July 25, and was told that the investigation had been closed the warehouse stated that they sent out the correct shoes when in fact they did not send me the correct shoe, and the picture is attached. When I called and I requested a call back from a supervisor and have not heard anything back from anyone. I have never received the correct show nor a refund.

  Business response

  08/08/2024

  Thank you for contacting adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service department. 
  
  We have confirmed with the DC via **** that the correct item was shipped. We've included a screenshot of the **** showing the correct item was in the package at shipment. 
   
  Sincerely, 
  Consumer Relations
  adidas America

  Customer response

  08/08/2024

   
  Complaint: 22059985
  
  I am rejecting this response because:

  I am rejecting the response.  I am so frustrated with this but I have attached the shoes I got and I have not GOTTEN the shoes.  The shoes I have received are attached and this is not how you do business.  I don't care about this attachment I did not receive my shoes that I spent over 100$ on.  I am frustrated with this.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order with store pickup. I went to the store (Adidas at ************, **********) to collect my order. I decided to try on the shoe in store and found out it was too big. I asked to return it and the store proceeded to return my item. They gave me a receipt and kept the item. this was on May 28th 2024. I was following up the next week since my refund was not in my account. On the app I could see that the item was not received in the warehouse therefore my refund was not issued. I contacted customer service over the phone on 6/17 and explained the situation (made a return at the store, they kept the merchandise, I have a receipt). I was asked to email a copy of it. They told me to call the store. I did, but nobody had any idea or was able to help me. The weeks kept passing by and I was assure on an email from 6/24 that I was going to be credited shortly. Since nothing is changed I emailed them again asking for my refund. I got no response. I called back on 7/25 and the employee said she will email me after her boss approved the refund, but I didn't got an email. I can't believe a big company as Adidas is stealing money from customers. It's been 2 months and I can't get a rightful refund. Plus the time and effort I had to put in several phone calls and emails.The refund amount is $33.55.

  Business response

  08/08/2024

  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 as of 7/30, 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

  08/08/2024

   
  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

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Adidas Original order number AD913191863 order date 9/30/23. Exchange order number ADX12313404 date 10/17/23. I never received an exchange so I canceled the exchange on 11/23 and received a partial refund of ***** on 12/1/23 but Im still owed the remaining refund of *****. I have made numerous attempts through the adidas online chat and phone calls to resolve this matter but still have not received my refund to date.

  Business response

  08/08/2024

  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.
  
  We've attempted to refund your order but are encountering a bank error. This is the second failure to refund in our system. We are unable to refund the remaining $45.51 that was on your card. Our only option is to refund this as a gift card in addition to the remaining gift card balance you are owed. We have issued a gift card. Please keep an eye on your inbox for an email from adidas containing the gift card information.
  
  We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.
  
  Sincerely, 
  Consumer Relations
  adidas America

  Customer response

  08/09/2024

   
  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

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for Yeezy 450 from adidas on 5/27/2024 shoes cost $228.38, after receiving the shoes I realized they had paint spot on them that couldnt be removed with a wet cloth (I tried to wipe the spot), I immediately reached out to adidas (minutes after I received the shoes) and filed a complaint (case number ********), I provided photo and video proof that I received defective product and asked for the shoes to be exchanged or refunded, I was told that I would hear back from adidas within 7-10 days after that timeframe passed I called back and was told that my claim had been denied, I further explained the situation to the rep I was speaking with he told me he was noting what I said and would resubmit the claim and I would hear back from adidas in ***** days, its been well past ***** day timeframe so I decided to call today 7/22/2024 to check the status and was told by a rep that she would send the request over and she should hear back from them (the team that handles this stuff) in ***** hours, I then asked to speak with a supervisor (because I should have a resolution by now) she advised she would transfer me to her supervisor ****** I was then hung up on I called back and had the phone hung up in my face again. Adidas and there customer service department has handled this entire situation poorly I understand theyre a big company but I shouldnt have to wait a month plus for a resolution for defective product. $228.38 isnt the most money in the world but I dont have that amount of money to waste on a product nor should I have to wait months to get a resolution or made to feel that I did something wrong.

  Business response

  08/08/2024

  Thank you for contacting adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team.
  
  We have issued a return label. Please follow the return instructions in the email and drop your package off at your local ***** store. Upon processing the return, a refund will be issued. 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.
  
  Sincerely, 
  Consumer Relations
  adidas America

  Customer response

  08/08/2024

   
  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

  07/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed this order on the 5th. According to their website custom orders like mine take 5 days to process and 5 days to ship. It's been 16 days and I havent received anything. According to the lady I spoke on the phone with I have to be pro active and deal with Fed Ex even though I explained to her I dont have a tracking number..

  Business response

  08/08/2024

  Thank you for contacting adidas through the Better Business Bureau. We are sorry to hear about your experience with our customer service team.
  
  Your recent order (AD930395966) is in the process of being cancelled due to technical issues. The pre-authorization for this order has been reversed and you have not been charged. 
  
  We understand how frustrating this situation is and appreciate your loyalty to the adidas brand.
  
  Sincerely, 
  Consumer Relations
  adidas America

  Customer response

  08/08/2024

   
  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. Thank you for your help.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed the order noted on the Adidas mobile app on 7/18/24. As I was checking out a pop up came up showing I qualified for a free backpack since my order was over $150 on qualifying merchandise. It provided an option to add the free backpack to my cart and when I did this, the backpack showed in my cart for $0.00. I then proceeded to pay for the order via Paypal and after i submitted the payment, the order confirmation showed the backpack changed to a cost of $26.25. I immediately contacted Adidas via their customer service chat line. The agent reviewed my order and immediately confirmed there was a problem. Instead of honoring the advertisement and addressing the error, the following occurred (see transcript in attached document)The agent said I should cancel my order and place a new order without the backpack (not honoring the ad)The agent said I should wait for delivery and return the backpack for credit (not honoring the ad)The agent said I should wait for delivery and then call back for credit (onus on customer)The agent said I should wait for shipping and call back for credit (onus on customer)The agent said ********************** would credit me after item delivered (no credit received)The agent saif Adidas would credit me after the item shipped (no credit received)Despite me advising the agent multiple times that the resolutions suggested were illegal and against FTC guidelines for online advertising, she refused to process the credit for the item and 12 requests for a supervisor were not acted on... was told I had to provide my personal information and wait for a call... adding to my time and inconvenience to get the error addressed.Tp date I have received no follow up from Adidas on this error and they have not given me credit I have also included screenshots showing that 8 hours later they were still falsely advertising a free backpack.... only they changed the cost at checkout to a lower amount

• Initial Complaint

  07/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order AD929114898 EMAIL: ********************* This order was supposedly delivered to me on Sunday June 9th, I contacted adidas and let them know I never received a package, and they said they would respond back within 2 business days. I contacted Adidas customer support once a week since then requesting an update on the status, and still get the same response, 2 business days. It has been 6 weeks now and still no update on a replacement or refund. This is really disappointing coming from a company like Adidas. All I wanted was a replacement of the sneakers.

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I returned an item to Adidas, but they have refused to refund my money. I returned the item to their store in ***********, ******, and they sent it to their warehouse. However, they claim there was nothing in the ***** box when it arrived. Despite following all procedures, I am getting the runaround. It's been over six weeks now, and I am out more than $587

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 7/02/2024 I placed an order for 7 pairs of shoes from the Adidas Yeezy sale. The order was broken up into 3 different shipments. The first two arrived with no issues. The last package was supposed to have two pairs of shoes. When I opened the box, there was only one pair in there. I immediately contacted Adidas to let them know. They told me they'd open an investigation and get back to me. They never followed up with me, I'm the one who had to reach out the them. They told me they've emailed me several times but I have yet to receive an email from them. When I informed them that I have yet to receive that email, they told me they're systems are down and that *** be the reason I haven't received an email. During this interaction they did tell me they've completed their investigation and everything on their end checked out and they couldn't help me. I asked to speak to a supervisor and was refused. They told me to follow up with ****** they started a claim. I called several times in hopes of getting through to a supervisor but was refused over and over. ***** told me to follow up with the shipper. I'm asking that they either send me the missing pair or refund me the money. I've order hundreds and hundreds of dollars from Adidas over the years with no issues. I'm surprised they are refusing to make the situation right. Please help!

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Adidas offered a free backpack for the purchase of $150 or more Transaction on July 17th 2024 for $212.66 order number: AD930915624 case number ******** I followed all the correct steps to get the offer but they were charging me for the backpack I have screenshots and all the details of he transactions as a proof i want a resolution with a refund of my order and the equivalent of the backpack offered I contacted them via chat agent bea ****** over the phone agent **** and supervisor ******* unprofessional and rude customer service around 2 hours trying to resolve this with them over chat and phone false ad scamming free backpack ad not provided they scammed me to do the pruchase and did not provided the offer that was the reason i made the purchase They stated i didnt follow the process but i did and have screenshots showing they were trying to charge me for the free backpack

*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. ↩