ComplaintsforAdidas North America

• Initial Complaint

  12/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered sneakers as a Christmas gift on October 17, 2021. ORDER NUMBER: AD112968719. Delivered in October 24, 2021. Shoes were found to be 1/2 size too big - after contacting customer service 2 days in a row I was promised a supervisor would call to discuss overriding the return/exchange policy due to the order being place in advance to accommodate COVID order/shipping delays. Both customer service representatives assured me I would receive a call back and I still have not. The second representative even divulged that there was no documentation on my case stating Virginia was in a coaching session but would call as soon as she was done so at this point I am being lied to just to get me off the phone. This order is almost $200.00 and this is the third year we have ordered these as a gift for our daughter and never had a sizing issue, I explained this to both representatives and suggested this was a flaw in production. I feel Adidas is not providing any sort of quality customer service and only making promises of calls back from supervisors.

  Business response

  01/10/2022

  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. Currently, Adidas has a 30 day return policy, however, as a one time accommodation we have issued a return label for you to use. 

  Regretfully, the article you purchased is no longer available and an exchange is not an option. 

   

  We apologize for the inconvenience this may have caused and will provide some coaching for our team. 

   

  Sincerely, 

  Consumer Relations 

  Adidas America 

  Customer response

  01/12/2022

   
  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

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have ordered a pair of sneakers on 12/6/2021, but until today 12/28/2021, the delivery date is still pending and no on knows where the package is and when it will arrive. I have contacted the carrier ******* and they have no further information about the package. So I contacted Adidas and they just told me to keep waiting. I know it is holiday season, but even though, I have been too long and the only thing they have done is telling me to wait. So customers have to wait forever without any applicable solutions? I would rather cancel the item or delivery and get a refund.

  Business response

  01/07/2022

  Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry too hear that you have not received your order. Please confirm your order number so that we can better assist you. 

   

  Sincerely, 

  Consumer Relations 

  Adidas America 

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 10th 2021 I ordered shoes totaling the amount of $212.50. They were to be shipped to my home by the 13th then the package was delayed until the 16th. ***** says it was delivered I was home the entire day my **** never rang once. I initiated an investigation with ***** to start the refund process the for adidas. I got the results of the investigation Chrismas Eve,but adidas wont refund my money now

  Business response

  01/07/2022

  Thank you for contacting Adidas through the Better Business Bureau, we are sorry to hear you have yet to receive your order. 
   
  FedEx 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 that we want for our customers, please accept our apologies. We want to continue being your best sports brand.  
  
  
  Sincerely, 
  Your adidas team
  adidas America

• Initial Complaint

  12/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ORDER NUMBER: AD120167700 I didnt receive this order and would like a refund. Whenever I call Cs no one is answering. I also spoke to ***** confirming I didnt receive anything

  Business response

  01/06/2022

  Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear you did not receive your order. We are seeing the order was undeliverable and was recently returned to our warehouse on 12/30/21. Please allow 3-5 business days for pressing of the refund. 

   

  Sincerely, 

  Consumer Relations 

  Adidas America 

• Initial Complaint

  12/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased quite a few pairs of the make/model Adidas Men's ENERGYFALCON Sneaker, core Black/FTWR White/core ****** 11 M US. The dimensions and color scheme of this shoes is great but it has recently changed and I am looking for resolution on why as well as where to get replacements for this exact model. I want the business to contact me and let me know what's going on with this model and either let me know what's a good resolution to this problem or an almost similar item that matches the ENERGYFALCON as close as possible.

  Business response

  01/06/2022

  Thank you for taking the time to contact Adidas through the Better Business Bureau. Regretfully, the EnergyFalcon Running shoe that you're looking for is no longer in production. Adidas is an innovative company and always looking for ways to improve our products with new styles and colors, fit, and technology for the ultimate performance. While Adidas no longer manufactures this style, you might be able to find a pair with one of our retail partners such as amazon and eBay. 

  Currently we have some similar styles such as the; Racer TR21 (https://www.adidas.com/us/search?*******%20TR21), and the DURAMO 10 WIDE SHOES (https://www.adidas.com/us/duramo-10-wide-shoes/GY3856.html?pr=product_rr&slot=6&rec=mt). 

   

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

   

  Sincerely, 

  Consumer Relations 

  Adidas America 

• Initial Complaint

  12/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned a jacket to Adidas in October, 2021 and they forward an email on November 1st, ********************************************* 14 business days. I have been calling since because O haven't received my refund yet and it is now December 24th. They keep saying weekly, I will get my refund within 3-5 business days and nothing. The Case number they said was assigned to me is ********. Needless to say this is frustrating and I just want my money back. Please hit the link below to see the original email from them:https://www.adidas.com/us/order-return-details?data=nM3P5pjOi%2ByaL1b6CrbTlut0LeLYK1v5xeP0WD3p39APGjdS7q%2BbDzxk9dGZgOx%2FCsjQf4QruUgkjCDsPj0AwMQ2bUC03iJgHFanJDz3HSQhwn3h9cVwYG3dofm0YVrn%09&orderNo=4008607150

  Business response

  01/07/2022

  Thank you for taking the time to contact Adidas through the Better Business Bureau, we apologize for the delay in processing the refund for your order. We are seeing a refund for order AD114001218 was issued on 1/6/2022, please allow 2-3 business days for your financial institution to process the credit. 

   

  Sincerely, 

  Consumer Relations 

  Adidas America 

  Customer response

  01/11/2022

   
  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

  12/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This is the most horrible experience I have had with an online company. I placed an order for Adidas on adidas.com (order number: *********) for $273.00, my order says it was delivered, but I have not received any of my items. I was told to contact Fed ex which I did and they told me to give it an extra ***** hours for the package to arrive, that they have a picture of the package being delivered to my front door, which I live in an apartment complex where all packages are dropped off at the leasing office, not at the front door. I asked neighbors around and contacted my leasing office and there is still no package to be found. I contacted Adidas again and they keep telling me the same thing which is to contact Fed Ex which I already did. I am frustrated and just want my money refunded back to my card as Adidas or Fed Ex is not taking any responsibility for their wrongdoings.

  Business response

  01/07/2022

  Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear you have a potential missing package. Please confirm which items in your order are missing. The two items shipped via ***** shows one item was returned to one of our retail locations on 12/26/2021. 

  Sincerely, 

  Consumer Relations 

  Adidas America 

  Customer response

  01/11/2022

   
  Better Business Bureau:
  
  I did not receive any items in my order and I also did not make any returns. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered some shoes for ****** never got them got the run around a from fed ex an adidas per fed ex they are suppose to not leave my package but the lazy driver did now my shoes are gone per adidas says I got them which I did not per fed ex my package was lost so Im going back an forth an no one is helping me or getting my refund I lost 200 right before Christmas adidas customer service is horrible an then I call again there telling me that I got it but they call fed ex fed ex says its still being investigated

  Business response

  01/07/2022

  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 order. Please share your order number so that we can better assist. 

  Sincerely, 

  Consumer Relations 

  Adidas America 

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was gifted a pair of Adidas sweatpants, and as I continued to wear them, I noticed the drawstring would keep slipping into the waistband. It seems like they were manufactured in a faulty way, as it would be very difficult to slip the drawstring back in. I contacted Adidas and first received friendly service. I then explained my issue, and they told me that they needed an itemized receipt. I told them that my Grandpa gave these to me as a gift, and he then passed away. They kept pushing for the receipt, and I viewed it as very insensitive. I would just like a replacement for the pants.

  Business response

  12/27/2021

  Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear about the loss of your Grandfather and about your sweatpants. Regretfully, our warranty policy requires proof of purchase in order to move forward with a claim. We understand every situation might be different and while we cannot accept a claim without proof of purchase, we have issued a voucher in hopes you can find a new style that might work better for you. 

   

  We apologize for the inconvenience this may have caused. 

   

  Sincerely, 

  Consumer Relations 

  Adidas America 

  Customer response

  01/05/2022

   
  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. Will Adidas reach out to me about how to receive my voucher? They can contact me through my provided email ******************** or phone number *************)
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been dealing with this issue since 10/03/2021. I can truly say Addidas has the worst customer service that any company could have. On 09/25/2021, I ordered 3 pairs of shoes from addidas. When they arrived, they did not fit so I returned all 3 pairs like any normal person would do. I went to my local ****** printed the return labels for all 3 boxes, and handed them off to the employee. This was on 10/03/2021. I even got a ***** link saying my packages were dropped off. To be clear, I dropped 3 pairs off. When I click the ***** link it says one so I thought that was weird. On 10/06/2021 my packages were delivered according to *****. I know that all 3 packages were delivered because the addidas app reflects all 3 pairs returned. I was refunded for one of the pairs but the other two, nothing. I called over and over again, at least 2 times a week looking for answers. No one knew anything and kept telling me they will process the refund but nothing. After two months of trying to go through the dead end addidas customer service, I still have nothing and no one can help me. I tried filing a claim of fraud through my bank and addidas challenged it and won. I provided everything I have and these fraudsters still have the audacity to take my money. Im beyond frustrated and disappointed that a company with such recognition could fraud their customers. Its safe to say I will NEVER EVER SHOP HERE AGAIN UNTIL THIS HAS BEEN RESOLVED.

  Business response

  12/27/2021

  Thank you for taking the time to contact Adidas through the Better Business Bureau, we apologize for the delay in processing the refund for your order. We are seeing two orders; AD111058238 and AD115745335, both of which have been returned and a refund has been issued. Kindly verify the order number you are referring to for three pairs of shoes.

   

  Sincerely, 

  Consumer Relations 

  Adidas America 

*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. ↩