ComplaintsforAdidas North America
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Complaint Details
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Initial Complaint
08/19/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
order no: AD098294974 The tracking information shows that my order was delivered but I did not receive it. I contacted customer service and I was told that I would need to contact ***** and initiate a trace on the order. Once I had the trace number I was to contact customer service and provide that trace number and the rest would be handled by them. I provided that trace number and it has now been months and there is no resolution. I paid for something that I haven't received and I am very frustrated by the lack of assistance from customer service. I would very much so like to get this resolved. thank youBusiness response
08/30/2021
Hello,
Thank you for contacting the Better Business Bureau regardingyour recent order on adidas.com, and are disappointed to hear about thecomplications regarding your refund as well as the service you received.
We have refunded order AD098294974 to your original formof payment on August 30th, 2021. Please allow 3 - 5 business days for the toprocess. additionally, we have sent a voucher to assist in a reorder of thisproduct or another of your choosing.
We have also submitted your case number to our internal teamsto calibrate the process to better ensure our teams are more direct inassisting with issues like this in the future.
We greatly appreciate your patience in resolving your case.Initial Complaint
08/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Made purchases from adidas back in June. Sent in returns which were received and processed by them July 5th. I have still yet to receive my money back after contacting them about 3 times. I keep getting told its a refund issue and that theyre now processing it. I get told this everytime. And everytime I call I get told its another ***** business days to wait for my money back. Its ridiculous and horrible customer service. I need my money back.Business response
08/30/2021
Hello,
Thank you for contacting the Better Business Bureau regarding your recent order on adidas.com. We are sorry to hear about your recent issues with your order, and the confusion surrounding your package delivery.
To better assist you in this issue, would we be able to have the order number associated with this delivery?
We appreciate your partnership in resolving your case.Customer response
08/31/2021
Complaint: 15775532
There were 2 orders. Both returns received and processed by Adidas July 5th. Order numbers ACA06653473 and ACA06665095. I also have a case number as I have called multiple times over the last now almost 2 months to inquire about where my refund is. Case # ********. I've been told the refund is being processed manually about 3 times now and each time was told to wait ***** business days. Most recently was told systems were being switched over which is causing the delay, but frankly I do not care. A 2 month wait to give me my money back after you received product back and have probably resold it already is ridiculous. I have no product and yet am paying interest still on this purchase while I am sure my money is sitting in a large corporate account accruing interest. If this refund cannot be processed to my card a cheque will most likely arrive at my address before this "manual refund" even gets looked at.
Thanks.
Sincerely,
***************************Business response
09/08/2021
Hello,
While we would be more than happy to assist with issues like this, unfortunately orders ACA06653473 and ACA06665095 are sourced from our adidas.com/ca site; this BBB portal is for adidas.com/us orders and we would not have system access to process your request.
We apologize for this inconvenience.Initial Complaint
08/19/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Placed two orders on the adidas site totaling over $200. I received an email the items had been shipped and would be delivered Saturday, but the tracking attached did not work brought to a 404 page not found on Lasership. Suddenly on Wednesday I received an email that the items were delivered to my front door. They werent there. Lasership is clearly not a legit company, they have horrible reviews all over the internet. Only help Adidas site has sends you to some clause saying if a package is lost its not their fault. Ive tried to reach out to the carrier but already know i wont be getting a response. Adidas should not be using this carrier and should be taking responsibility for the undelivered packages.Business response
08/30/2021
Hello,
Thank you for contacting the Better Business Bureau regarding your recent order on adidas.com, and are sorry to hear about your issues related to your delivery.
To better assist you in this issue, would we be able to have the order number associated with this delivery?
We appreciate your partnership in resolving your case.Initial Complaint
08/18/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am a trusted & valued customer of ********************** for years now. Have made several orders through their Confirmed app. I am furious about how they have handled my lost package (ORDER # AD104494954) . I have gotten the run around for 2 weeks now after the status has shown delivered with no package in sight. Adidas sent me to ***** to file a claim, claim is processed and escalated to an Adidas supervisor who then tells ***** that we will not be receiving a refund based on the status saying Delivered. I have also been on chat with multiple agents one promising to escalate and resolve and others just end the chat with no warning. No one owning up to my lost package and I am now out of $216 for shoes and the product. I followed up with both Adidas and *****, ***** is adamant in saying that the shipper is responsible and Adidas continue to quote their shipping policy that they are not responsible. This is not right and I did not purchase $50 sneakers. This needs to be resolved as soon as possible.Business response
08/30/2021
Hello,
Thank you for contacting the Better Business Bureau regardingyour recent order on adidas.com, and are sorry to hear about your issues with receivingyour product.
We have looked into your order and have placed a refund onyour original form of payment for this product on August 30th, 2021. Pleaseallow 3 - 5 business days for this to process.
We apologize for the inconvenience your issue has caused andappreciate your patience.
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Customer Complaints Summary
1,533 total complaints in the last 3 years.
424 complaints closed in the last 12 months.