Business Profile

Retail Shoes

Adidas North America

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,452 total complaints in the last 3 years.
519 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.

Initial Complaint
Date:06/21/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 received return ********** on May 27, 2025 and the website says return inspections take 5 days and its been well over 5 days, my clothes are still in inspection, and its about time to submit my return for $21.00 back to my original paymemt method. This return was for order AD942482294 Item code JJ4128 for the lounge soft side pocket graphic tee in white in a size XS. Thanks in advance.
Business Response
Date: 07/02/2025
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 order that was return.
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
Customer Answer
Date: 07/02/2025

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:06/18/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 purchased a pair of shoes, a pair of shorts and some socks from Adidas on May 3, 2025 and received the items on May 6, 2025. I returned all of the items to Adidas in original packaging on May 12, 2025. The items were all in brand-new condition. Adidas acknowledged receipt of the items May 15, 2025 and has not refunded me. I called them on the phone today and they said it would take another 2 weeks just to research my order. This is unacceptable. I followed their instructions for the return and expect a full refund.
Business Response
Date: 06/27/2025
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 that you return.
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
Customer Answer
Date: 07/09/2025
Hello, I missed the 7-day reply period, but wanted to comment that I finally received a refund from Adidas and consider the issue resolved satisfactorily.

Regards,

**** ******
Initial Complaint
Date:06/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 sent me an e-gift card for my previous return in the amount of $36.40. I tried to use the gift card for two different purchases, was not able to. I contacted Adidas in May, requesting to replace the gift card, but have not received the replacement.
Business Response
Date: 06/26/2025
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 were not able to make a purchase using your gift card.
We have done an investigation on our end and you should now be able to make purchase using the gift card.
Kindly let us know if you experience any further issue.
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:06/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 was never compensated for the closet clean out program. It has been a very stressful process without any progress or information.
Business Response
Date: 06/26/2025
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 any credit for the items you sent back via our giveback program.
We will reach out to you directly with a resolution.
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:06/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 3/13, I placed order number AD940692308 on www.adidas.com. It was delivered via ***** on 3/22. I requested to return the entire order and be refunded on 3/23 - I shipped it via ***** on 3/24 and it was delivered and signed for by "BADIDAS" on 3/31 (this can all be seen by viewing tracking number 7972 6489 8363). I have never received by refund. I contacted Adidas ************* on 4/17 to inquire about my refund and was told it would be resolved in 3-12 business days. When I reached out on 5/7, I was told a few days later that the return arrived at the warehouse and to give them another week or two to process. I followed up on 5/27, and on 6/2 I was told my items were not received and my refund would not be processed. I provided further details over phone and email - tracking number, weight og the package - and requsted proof on their end that my order was not received and have since been ignored.
Business Response
Date: 06/25/2025
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 that you return.
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
Customer Answer
Date: 07/02/2025

Complaint: 23479630

Hello,

I missed the 7 day window to confirm resolution of the case I submitted against Adidas. I just saw their response that a refund was issued, but I do not see confirmation of their from them in my email or a refunded credit to my account. Did they work it out with my bank account?

Can you confirm what response I should see from them? As of now, this does not look resolved.

Thanks,

Sarah

Business Response
Date: 07/08/2025
Hello *****,
We did try to process a refund on 6/26/2025 however due to the chargeback you did with your bank, we could not process the refund successfully on our end.
Kindly reach out to your financial institution for further assistance.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:06/16/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 am writing to floow up on a return i made 2 months ago.I have already returned the items order number is AD940379546.but I have not yet received the refund>I contacted ADIDAS many times,but still didnt get my refrund
Business Response
Date: 06/17/2025
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 AD940379546.

A refund has been issued, please allow 2-3 business days for processing to the original method of payment.

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: 06/19/2025

Complaint: 23474489
Im rejecting this response because the refund amount is incorrect. I returned two items but only received a refund for one. Where is the refund for the other item? In total, I should be receiving $63.65.

Sincerely,

Sophie ****
Business Response
Date: 07/01/2025
Hello Sophie,
A refund was issued on 6/17/2025 for the amount of $62.48.
The refund was sent to a new gift card.
Please refer to your email for the new gift card information.

Sincerely,
Consumer Relations
adidas America
Initial Complaint
Date:06/12/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 have repeatedly requested to be unsubscribed from Adidas marketing emails through their website and by direct communication with their privacy but they ignore and not do their job by unsubscribing. On May 21 2025i started unsubscribing , I received a written confirmation from Adidas stating that I had been unsubscribed and that no further marketing messages would be sent. Despite this, I continue to receive unsolicited marketing emails from Adidas.This has been ongoing for over two months, and the company has not honored their stated commitment to stop these messages. I believe this is a violation of email privacy and consumer protection laws (such as the CAN-SPAM Act), as I have not consented to receive these emails and have actively attempted to opt out multiple times.
Business Response
Date: 06/18/2025
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 were still receiving emails after you request to opt out.
We have resolve the issue on our end.
Kindly let us know if you receive any email after 6/12/2025.
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:06/12/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 my order number is AD941469454. I placed this order on May 5, 2025. I received an alert saying my order was delivered on May 10, 2025.. I contacted adidas and told them the order was not delivered to me. Adidas defaulted my order to my sons address who lives in **************. However, the laser shipping company still delivered my order to the wrong address.. I contact Adidas. I sent them of the address that they delivered my package to. I also sent them evidence of my sons address. It is now been over a month. Ive been contacting Adidas several times about this Also speaking with the shipping company and I still havent been able to get any resolution. I am very dissatisfied. This is not the first time that Adidas has done this. The **************** is disrespectful if you place an order with them, they dont refund you because the shipping company is telling them they delivered the package to the correct address and in fact, it was the wrong address I attach photos you can clearly see the evidence of where they delivered my order to which was the wrong address as well as as I attached a previous order that placed on Adidas and it was sent to the correct address and I received that order back in February. Its clearly the wrong address.
Business Response
Date: 06/12/2025
Thank you for contacting adidas through the Better Business Bureau.
We are sorry to hear that you did not receive your order.
The carrier has confirmed that the package was delivered to the correct address.
We will not be able to process a refund.
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: 06/15/2025

Complaint: 23459054

I am rejecting this response because: you can clearly see the pictures that it is the wrong address. I sent you a picture of the address that they sent it to which is clearly 124 N 1950 W apartment 120 SW. Salt Lake City, Utah
So please stop insulting my intelligence by telling me that it was delivered to the correct address.
It infuriates me that you’re not doing a proper investigation. Not to mention that I reached out to your customer service as well as your shipping company to inform them that that was the wrong address and please go back and retrieve my order.

Sincerely,

Kiett Baptiste
Business Response
Date: 06/24/2025
Hello Kiett,
We are able to provide you with an adidas gift card for the amount of the order.
Kindly reply and let us know.
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: 06/27/2025

Complaint: 23459054

I am rejecting this response because: just like you can offer me a gift card for the amount you can also just refund my money. Thank you so much. I would appreciate if we can clear this matter very soon.

Sincerely,

Kiett Baptiste
Business Response
Date: 07/03/2025
Hello Kiett,
We are only able to prove the refund in the form of a gift card on adidas end.
If you wish to take the matter further, kindly take it up with FedEx.
Please refer to our terms and conditions on our website
https://www.adidas.com/us/help/us-company-information/what-are-the-terms-and-conditions
section 7

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 07/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23459054, and find that this resolution is satisfactory to me.

Even though I’m willing to accept the gift card as a form of resolution. I am very much so still dissatisfied.. also I would like for Adidas to send me the information from FedEx because it wasn’t delivered by FedEx. It was delivered by on track delivery service.

Sincerely,

Kiett Baptiste
Customer Answer
Date: 07/15/2025
Hello, I would like to open up my complaint back up with Adidas North America. They have failed to provide me with a gift card for the amount of $584.55. As of today, I did, however, reached out to Adidas and I was told that I would not be receiving a gift card for that amount.

Because of this ongoing situation, I would rather than just refund it my full amount in the amount of $584.55.

Feel free to reach me at area code ************

***** Baptiste
Business Response
Date: 07/18/2025
Hello *****,
We are only able to provide the refund in the form of a gift card.
If you wish to take the matter further, kindly take it up with FedEx.
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: 07/19/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution Is not conducive for me at this present time. Due to the fact that I accept your resolution by receiving a gift card. However your company failed to provide me with a gift card as agreed upon through the Better Business Bureau.
I had given you adequate time to provide me with a gift card. As of today, July 19, 2025 I have yet to receive a gift card from your company. This is why I had to reopen my claim.
I also reached out to your **************** only to have your representative. Tell me that I will not be receiving a gift card nor will there be any further update on my order that was placed in May 2025.
Moving forward because its been ongoing back-and-forth between your company and Myself. I feel as though as a good gesture to a loyal Customer who has spent tremendous amount of funds with your company. Its only fair that you send me a check with a full refund.

Please make payable
Mrs Kiett Baptiste
*************************;
apt 6
Brockton, Ma 02301

Sincerely,

***** ********
Initial Complaint
Date:06/10/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
My new shoes split across the sole pretty badly the fourth time I wore them. I wrote **************** for a return and received authorization. I received a tracking number and acknowledgement once they received my shoes. I received an email stating that as soon as 24 hours from then I would be getting a gift card code. I never received a gift card code. I emailed back. I got a response saying they'd request it again. I never got it. I checked all spam, promotions, trash folders, etc. I never received a code. They wouldn't tell me what address it's coming from when I asked. Now they are just ignoring me, They've got my shoes and the money, and that's theft in my book.
Business Response
Date: 06/12/2025
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 are not able to find the gift card information sent to you.
We have resent the gift card information to your email.
Kindly let us know if you receive that 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: 06/12/2025

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.
I would like to note the passive aggressive tone of all of their communications and will never do business with them again.

Sincerely,

***** ******
Initial Complaint
Date:06/10/2025
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
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.
Transaction date:01/30/2025 Amount of money paid:$128.40 Adidas provided me a red ******* ******* ********** jersey as ordered, but the front of the jersey had defective stitching so an exchange was initiated. After the timeline put forth from Adidas on the exchange had passed, I reached out for the status. At that point I received a different timeline for processing exchanges. I waited again and then reached back out when that time had passed in which I received a 3rd different timeline. A customer service supervisor at that point suggested I change my exchange to a return. I did not want to start a process from the beginning so at that time I decided to wait a little longer and followed up again. At that point, the same supervisor continued to suggest that I update my exchange to a return and the process would happen faster. The supervisor also added that the jersey was discounted and I would get my full refund to be able to order again at a cheaper price. At that time I decided to go forward with the supervisors suggestion. I later received an e-mail from Adidas that my return had been denied and a refund would not be granted. I have tried to gather additional information from Adidas around what they claim was a discrepancy, but they will not provide any information around the discrepancy. I also asked about sending the original jersey I returned back to me if denying my refund was ultimately going to be their decision. They stated that it is not within their policy to send back returned items. I shared with Adidas an e-mail I received once the ***** confirmed to be moving the return back to the warehouse, a screen shot from the Adidas app that shows my item being in inspection since 03/03/25 and the ***** tracking that showed the return was accepted and signed by BADIDAS. Unfortunately providing this proof of shipping and receiving that I have did not help my situation with Adidas. I am currently out both my $128.40 paid for the item and the item itself.
Business Response
Date: 06/12/2025
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 been refunded for your order.

We verified the information with the warehouse and they confirmed that the expected product was not received

We will not be able to process any refund.
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: 06/12/2025

Complaint: 23448941

I am rejecting this response because: I have email proof of receiving an email from Adidas when the shipping label with the product included was moving to the return warehouse. ***** tracking also shows the package being received by Adidas and signed by BADIDAS on March 3rd. The Adidas app also notated the return was in inspection on March 3rd. The app still shows the same in inspection status today. Additionally I have asked for more information on the discrepancy which has not been provided by Adidas.

Sincerely,

***** *****
Business Response
Date: 06/25/2025
Hello *****,
The expected item wasn't receive to our warehouse.
What we suggest you do is to reach out to ***** and open a missing content claim with them.
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: 06/25/2025

Complaint: 23448941

I am rejecting this response because: why would I file the claim with ***** when its on Adidas account? Also someone signed for the package at the warehouse clearly per the ***** tracking and also based on the app changing status to in inspection the same day the package was signed for. What was signed for at the warehouse?

Sincerely,

***** *****
Business Response
Date: 07/07/2025
Hello *****,
We already verified with the warehouse and the expected items were not received back to us.

We are not able to provide a refund.
Please refer to our terms and condition section 7. Below is the link

What are the Terms and Conditions? | adidas US

Sincerely,
Consumer Relations
adidas America
Customer Answer
Date: 07/07/2025

Complaint: 23448941

I am rejecting this response because: Adidas signed for the package with ****** Adidas then changed the status of the exchange to in inspection on the app. There is a proof of delivery that can be obtained through ***** but I cannot since I am not the account owner. ********************** is the account owner. I originally did not want to return this item. I only wanted an exchange for a non-defective jersey. I was persuaded to do so by a customer service *** stating it would speed up the process after around 2 months of checking in on the status of my exchange. I have asked what the item was the warehouse signed for multiple times. The warehouse signed for and accepted a package under this ***** label. What was it?
Sincerely,

***** *****

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