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Business Profile

Retail Shoes

Adidas Canada Ltd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

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

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Adidas Canada Ltd has 3 locations, listed below.

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    Customer Complaints Summary

    • 109 total complaints in the last 3 years.
    • 28 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:28/06/2023

      Type:Product Issues
      Status:
      Unanswered
      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 returned 2 items and 2 months later I still have not received my money back. I have called them and they provide no information, but there was an error done on your return and it has been sent to corporate for a manual refund. This information is as given to me 3 weeks ago and again today. I have asked to speak to a supervisor they state their policy takes 5 days for someone to contact me.

    • Initial Complaint

      Date:30/05/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 contacted Adidas Canada when my package was stated as delivered and I never received the goods. The package was apparently delivered by a company called ****** but when I ordered the goods it was *** that was indicated as delivery courrier.. We did not receive a call that the package had been delivered When we went down to pick it up the box was empty.

      There were three items that were ordered. Order #*********** ****** TRACK JACKET C$ 78.00
      ****** PANTS C$ 72.00
      ********** SLIM 3-STRIPES TEE C$ 24.00
      Total $200.06

      I reported this to Adidas on May 4th, 2023 and was told they require 10 days to investigate. Case# ******** and following the 10 days I did not get a status on the investigation. So I contacted them on May 12, 15, 19, 23, 26 (sent an email) and called again on May 29th. I was told the investigation is complete and I would be receiving a refund by the individuals who I spoke to. They all said that I will bereceiving a response with 48 hours with the results of the investigation and when my refund would be issued. I have not heard a single word from them.

    • Initial Complaint

      Date:08/05/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 April 22nd I placed an online order with Adidas.ca. On April 24th a email was received from Adidas Canada "with order is on your way" a tracking number was provided. April 26th I received an email stating order delivered. I immediately called into adidas and advised that no package was received.

      Response: I am sorry, we are having issue with our carrier and your absolutely correct your package was not delivered but however returned to us. I am going to issue you a 40% voucher to place your order again and the issue has been resolved.

      On April 26th a second order was placed, with an email received on April 27th order is on its way with a tracking number. Its now May 08th and I have called ****** and adidas with no success. I have been told from a representative this morning May 08th that the package is in canada hub,. I explained to rep that I do not know the logistics of carriers and if they could explain.

      Response: I don't know its just in a warehouse.

      I called ****** myself and was told package was not received from Adidas. I called back into adidas and asked to have my order canceled as it is clear no one know where my package is and was told that I have to wait 10 business day to do so. Why is it that I have to wait a month to have my issue resolved when clearly adidas and ****** have a communication issue. I just want my money back.

    • Initial Complaint

      Date:03/05/2023

      Type:Product Issues
      Status:
      Unanswered
      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 placed Feb 2022 (***********). Shortly after receiving items was forced to return due financial situation. I was given a return label which I printed and dropped off at my local ***, and the same day received an acknowledgment from Adidas that my return was collected. The next months were spent Adidas on a regular basis attempting to find out when I would be receiving my refund, and am told by nearly all agents that they'd escalated the matter and that I would be receiving an response from someone with elevated authorization within 48hrs.

      This is what every agent told me up until early Dec 2022 when I was finally given a new response, saying I could be transferred to a supervisor then and there. I was connected to a supposed supervisor named "Jobarry" whom apologized for the lengthy situation and affirmed to me that this case would be taken care of. The same day, she contacted me through email detailing that a claim was opened with *** and that *** denied said claim. In the same email, she says:

      "I highly suggest contacting the courier to request a claim or lost return insurance for the said returns as we cannot process anything under the said items."

      So, eager to resolve this so-far unproductive case I contacted *** requesting to open my own claim or request lost item insurance, as suggested.

      Upon explaining the situation over the phone to a *** agent, I am given the shocking news that yes, a claim with *** was opened by Adidas Canada, but that THE CASE WAS NEVER DENIED NOR CLOSED, and that in fact, the investigation department at *** has been attempting to get ahold of Adidas Canada for MONTHS, and that not a single response was received by ***. This nullified the earlier statement made by Jobarry that the investigation was denied.

      It is now May of 2023, and I am still contacting Adidas and getting the same response that the case has been escalated and to patiently wait for a response, which I have yet to ever receive since the inception of this issue.

    • Initial Complaint

      Date:18/04/2023

      Type:Product Issues
      Status:
      Unanswered
      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 paid roughly $2200 for an order,

      Made a return.

      They processed the return 6 months late, and at that time my card had expired due to their delays and they were unable to process the refund. Now it’s been over 1 year and every time I call them they say a manual refund team will contact you tomorrow for new card information.

      They’re are unresponsive to email, and never call back to return my money

    • Initial Complaint

      Date:04/04/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      March 9, 2023
      ORDER: *********** Total bill C$ 204.28, paid C$ 100.00 via gift card and C$ 104.28 by credit card.

      I purchased 2 sizes of the same shoe so that I can return the one that does not fit. And this is what I was told to do by Adidas instead of exchanging for a different size.
      I returned 1 pair (worth C$102.14) on March 21
      On April 4th I got an email that my refund has been processed and they emailed me a gift card with C$100.00 on it and refunded C$2.14 to my credit card.
      I chatted with customer service to ask that the refund was fully to my credit card and the gift card was to be for the shoe that I kept. They said they would have to refund the gift card first, then any remaining balance to the credit card. * ** ********* *** ******* ******* *** *** **** *** **** ********** 
      ***** ***** **** * **** ** ***** ** **** ********** **** *** ********* **** ***** ****** ******* *** ******** ******** ******** **** **** **** ** ******** ***** ******** ** ** ********

    • Initial Complaint

      Date:27/03/2023

      Type:Product Issues
      Status:
      Unanswered
      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 contacted adidas back in Jan 2023 regarding a pair of shoes which I purchased that I ordered the wrong size with in 10 mins of placing the order as I used a coupon and I wanted them to honour the discount. At this point all I want is a refund for this item as the shoes are too small and I had purchased them for someone and now they are useless to me. To date I have not heard back from a manager has requested which I was told I would hear back within 48 hours. I had also sent an email as well. Long story short. Recently this week I heard back from a customer service rep they told me they would provide me with a label for these shoes to return them I have not received this label. This yesterday I connect with someone ***** **** ****** from adidas via chat who ensured to me he would get approval by end of date to send me a return label so I can return the item and get a refund for this item. All I want is adidas to send me the return label for this item ***** * **** **** ******* *** *** ****** ***** *** ***** **** * **** ** ******** **** *** ***** ******** * **** * *** ****** ****** ** *** **** *** ******* * *** **** ** *** **** ******* ************* * ***** ** **** *** **** ***** ** ***** *** ***** ** *** 

    • Initial Complaint

      Date:16/02/2023

      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#*****
      I placed the order on Jan 14th for 3 items. The website advises you will be charged when the items have been shipped. ****** processed the payment of $167.97 right away on that day. I waited and did not receive any notification of the order being shipped. I sent a email early Feb and they advised 2 items were not available and refunded me $111.98 on Feb3rd. I asked about the 3rd item and as of today still have not received a response.

      Customer Answer

      Date: 16/03/2023

      This issue has been resolved. 

    • Initial Complaint

      Date:13/02/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Placed an online order with Adidas Canada: Order # ** ******** for $404.54
      Returned all the items in the order late Oct./early Nov.
      Adidas website confirms they received the returned items (all of them) on Nov. 14/22
      Nov. 14th, they refunded me $56.50 (one item only).
      Today is Feb. 13/23, 3 months since they received the items back, and they have yet to refund me the remaining $348.04

      Calls on Dec. 23rd, 2022, Jan. 9, 2023, Jan. 30th, 2023, Feb. 8th, 2023, and again today, Feb. 13th 2023 all result in the same song and dance "the refund department has to process this manually". The customer service reps say they cannot call that department, they can only e-mail/text them and they wait and wait and don't hear back.

      ** ********** ******** **** this company has BOTH the product AND my money.

      It is all on record at Adidas under Case # ********

      Hoping you might be able to help.

      ***** * ***** ******* **** *** ** ** **** **** **** **** * ****** ******* I will be happy to receive the $348.04 they owe me *** ***** **** ******** **** **** ******* ******

    • Initial Complaint

      Date:30/01/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Requesting refund or replacement of shoes valued $83.99. Purchased 17Oct2022; warranty claim with Adidas Canada filed on06Nov2022. Warranty claim accepted 07Dec2022, but never received an RMA, refund shipping label, or instructions on how to receive a refund or exchange from the manufacturer. No contact since. Adidas case no ********.

      Shoes developed a defect with the sole on the right shoe, where the sole became detached and wrinkled after only a week or so of regular use.

    Adidas Canada Ltd is NOT a BBB Accredited Business.

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