ComplaintsforAdidas North America
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Complaint Details
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Initial Complaint
11/26/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On the 17 November 2021, I made an order on Adidas.com for the ADIDAS ULTRABOOST DNA X LEGO® COLORS SHOES and ATHLETIC CUSHIONED QUARTER SOCKS 6 PAIRS. This came up to a total of $207.84 after taxes. On the 23rd of November 2021, my order was finally "delivered" to my address. I got an email saying it was delivered and I went home at around 5pm after work but did not see any package. Immediately, I called fedex and was told to check with the merchant to follow up with Fedex. I then chat with Adidas live chat (Ref no: 42723100) and was told they would file a tracer claim for me, and that i will get a response in 3 days or I should join live chat again. On the 26 of November, I have not received a response so I went back into live chat and was greeted by Katherine, who was incredibly friendly (Ref no: ********). She promised to personally follow up with fedex and that i would get a response by the end of the day. However, I did not receive a response from her at the end of the day. At around 5.15pm, I went on Adidas live chat again. I was greeted by Ill Kim. He asked me to check with my neighbours, after telling him I checked and they did not have it, he told me that Adidas is not responsible for lost packages and that I should follow up with the police or Fedex and resolve it from my end. What kind of business practice is this? I told him that was outrageous and unacceptable and horrible customer service. He then told me he will check on it for a few minutes and then proceeded to offer me 30% voucher and told me he will follow up with Fedex but he doesn't know when he can get back to me. I told him to keep the voucher. They are promising to get things done but never gets anything done and then expect the customer to reach out to them again and again. And when the customer does, they delay again and again. I personally wanted a replacement but at this point, I want a full refund. Simply outrageous and extremely irresponsible merchant.Business response
11/30/2021
Thank you for contacting Adidas Consumer Relations, we are sorry to hear you have yet to receive your order.
FedEx has confirmed a lost package claim and the agents assisting you issued a refund on 11/26/21. 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 AmericaCustomer response
12/03/2021
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
11/22/2021
- Complaint Type:
- Problems with Product/Service
- Status:
- Resolved
I ordered from adidas 09/14/2021 under the order number: *********** for a total of 10 items at $1,201.20 CAD. I noticed all of them were not to my liking either being too small or too big so I returned the items on 10/12/2021 using the label provided by adidas. After returning the items I was emailed on 10/28/2021 confirming that the return had been received by the adidas warehouse. I check my bank days later and I was only refunded $338.10 instead of the full $1201.10. I’m missing $863 of the refund. I’ve been at many calls with Adidas trying to get everything settled but adidas has been very vague and blurry with their resolution, always telling me to wait a certain amount of business days after every call, further extending the wait time. I don’t know if this return will ever get resolved so I’m filing a BBB complaint now.Business response
11/30/2021
Thank you for taking the time to contact Adidas through the Better Business Bureau, we are sorry to hear about your experience with your recent order. Regretfully, we do not have the ability to research your order as is it out of Canada. We will send your information over to their customer service team to help resolve the issue.
Best,
Consumer RelationsAdidas America
Customer response
12/01/2021
Can I get my complaint closed? Complaint #********? My problem was resolved
Thank you
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Customer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.