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Okay, so. I've ordered a few times from Adidas- in retrospect, I probably shouldn't have continued giving them business but that's another topic altogether. The first two times I tried ordering stuff from Adidas, it wouldn't process my order. I tried a few times to place it, and it kept saying it couldn't process my order. I call customer service, and after a 20 minute wait, they tell me my order couldn't be processed because my address was coming up as a Canadian address, which didn't make sense because I live in LA, and my address obviously shows as such. I've placed orders through other websites to be delivered there and have had no issues so this didn't make any sense to me. Because of the numerous attempts to place an order, Adidas blocked me from placing orders for 24 hours, and my bank blocked my card for fraud protection.
I tried to order a third time, had the same issues. I decided I'll try my work address in Irvine, and sure enough it worked. So I placed two more orders there with no issues. Fast forward to earlier this week, and I place an order for some Super Copas. I already have my profile set up on their website so it was fairly easy to just open up the app, place the order, and have it shipped to my default address (which is the Irvine address.) I choose the free shipping option so I should have received them on the 21 of this month. Well as it turns out, they shipped it overnight, and I got the shipping for free... except it got delivered to my parents' house, in San Diego. I have no idea how they got that address, as I've NEVER used that address for any online orders. Also, neither the package itself or the invoice contained any of my info.... literally JUST my phone number which is how my brother was able to see that it was my package.
I figure Adidas just sent my order with absolutely no shipping information to FedEx and they looked up my name and got that address (still don't know how they would have if I haven't lived there in years, but okay.) So I call Adidas. Half an hour later, I get helped by a representative who was driving me up the wall with his "I can understand how that is frustrating, but" generic customer service stuff. I explained to him my situation, and asked if it was possible for them to send me a label that we can print to send it my way, he says they can't. The most they can do for me is send me a return label to return to Adidas, then wait for them to confirm the return, then process the refund and credit it to my Adidas account, and I would have to order it again. I mean... seriously? You ship a package to an address two hours driving distance from me and the best you can do is that?
And the real kicker? "Sorry there's nothing I can do for you, you can email customer relations if you'd like." Like WAIT A MINUTE. I've been talking to customer service this entire time, and your other solution is for me to email customer relations? Aren't you both the same thing? Like you really have a customer service AND customer relations department? What? I am honestly shocked at the amount of negative reviews on here. I didn't realize their customer service was notoriously bad to this extent, and honestly wish I would have stumbled upon this website before ordering any more from them.
Adidas, your products are great, but you HAVE to improve on the customer service end. Great products isn't enough to overturn the fact that you guys consistently lack decent customer service, ESPECIALLY when you are at fault. So now I'll be sending an email to "customer relations," which, if the rest of the reviews here are anything to go by, means I won't be getting a reply.
I purchased my son a pair the end of October for his 16th birthday. He wears them to school and they are already coming apart. Footlocker won't cover since it was over 30 days and no response from Adidas. Very very disappointed in their shoes. I paid a lot of money because it was his 16th birthday and now they are trash!
My daughter LOVES Adidas, I cannot tell you how much $$ we have spent on shoes and items. She received some Adidas shirts for Christmas from someone as a gift, but were too small. I finally was able to speak to someone yesterday, and I still cannot believe the conversation that took place. The girl sounded young, and like she could care less, she told me that I could not exchange the shirts for a larger size, but that I could fill out the return request and if I was approved to return the items then they would refund the amount of purchase onto a gift card, then I would have to turn around and re-purchase the same exact shirts, only now for the full price (they were purchased on sale).
I explained that I was NOT going to "return" the shirts and pay extra for the same exact shirts, so she told me that after my order shipped I could call back again, and request a one-time 20% off which would still have me paying out of pocket for someone else's gift, for the SAME EXACT SHIRTS!!! Then one of the shirts was out of stock, but so I asked if my daughter could just pick a different shirt, and she told me no, or else I would lose the 20% offer if I decided to call back and request it. So they do not allow you to exchange items, but instead return items, then force you to buy the same exact items all over again, only for a higher price, WHAT KIND OF PRACTICE IS THIS???
When I asked the girl to explain to me Adidas' policy and the reason behind this, she replied she didn't know, she just worked there, (as it sounded like she was probably on her phone at the same time). I explained to her that we have spent a lot of money on shoes and such, but after this I would more than likely never purchase another Adidas product again, she replied "ok". I STILL can NOT believe this is how they handle things, it is like this business is run by a bunch of 10-year-olds, playing store who have NO COMMON SENSE!!!
I ordered shoes on November 15th as a Christmas present for my daughter. I had been searching for the NMD pink Adidas shoes and thought that I found them on the addidas.com website. Unfortunately, I ordered the wrong color and my daughter was not happy with the color on Christmas morning. My initial conversation with a customer service rep was on December 26th. At that time, the customer service rep told me that I was just outside the time I could return the shoes but because it was Christmas, corporate would send me an email with information on how to return the shoes. I really wanted to exchange the shoes but I was told that I needed to return the shoes and reorder separately. I patiently waited for an email to come from corporate, but it never came.
I called back on January 8th and held again for over 25 minutes for a customer service rep. This customer service representative said that for some reason my file was still pending and had not been reviewed by corporate. After holding for quite some time, I was put on the line with Brittany, a corporate supervisor. She stated that I could not return the shoes because it was past the 30 day mark. The number of days between November 15 (when I ordered not received) and December 26th is 41 days.
The corporate supervisor Brittany was quite rude and unhelpful on the phone. She stated that Adidas has been really busy and that’s why corporate did not respond to my initial request with the first customer service rep made 12 days prior. The conversation was not helpful or informative. I ordered these shoes as a Christmas present and promptly tried to return them the day after Christmas which totals 41 days. Brittany’s solution for me as a customer was to call back, wait on hold again 20 minutes or more, and try to speak with a different corporate supervisor. I've sent in an email to their corporate office but I know I won't hear back from them.
I ordered a MICOACH SMART SOCCER BALL for my son on 12/15 with a promised delivery by Christmas by the Adidas website. The status of the ball was still at "preparing shipment" on 12/22, so I called with concerns of it not arriving in time. I was told they would contact the warehouse, but the item would not make it by Christmas. Later that day, I got an email saying it shipped and a FedEx tracking number with a delivery date of 12/27. It then changed to 12/28, and then changed to “pending”. The Adidas site says it shipped 12/23, but now the site also says my order was returned on 12/28? I called 12/30 and customer service says they are out of stock and they canceled my order! What kind of business is this?
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I bought a backpack for Xmas gift on 12/13 - today is 12/29 and still NOTHING. I called twice, on HOLD for more than 40 min each time. Terrible customer service, they said today, "Sorry, don't know when it will ship". ARE YOU FREAKING KIDDING ME??? Is this so hard to get a gift for your son! TO HELL! I don't care if you are ADIDAS, you ARE TERRIBLE!
I purchased a $100 gift card, I somehow lost or misplaced the card and I couldn’t get a hold of CS due to the holidays. I called the CS number about 20+ times on business day and it keeps saying “they are unavailable due to a meeting”. I’ve been calling since 7 am and it is now 10 am. I just want to cancel the damn card. SMH. Worst customer service in my life.
My daughter purchased a pair of Adidas Original NMD from champs. Less than two weeks after arrival the shoes torn across the top. Not even a daily worn shoes. I have emailed Adidas multiple times to file a defect claim and I have heard nothing back from them. These are expensive shoes that my daughter worked very hard to earn. I cannot believe that they would just take someone's money, give them a less than issuable product and not even attempt to make it right.
If I could give this company zero stars, I would give this company zero stars. They have horrible customer service. I called twice on my order to cancel. Each call taking an hour... Which is absolutely ridiculous. First, they did not even want to honor the coupon Code on their website. Their website does not work well. I am eventually got a coupon to work. (Someone that I knew really wanted Adidas shoes for Christmas.) After my order being on hold for a month and Christmas near, I decided to cancel my order. You would think after calling twice and spending two hours on the phone with customer service reps that they would actually cancel it. But no, they send the order anyway.
Considering I canceled the order twice a week before it sent... You think they would cancel it. I received no confirmation cancellation email, nothing. The Customer service agent obviously did not do his/her job. Obviously there's no communication within the company. This company wasted my time. Will never buy from them again. I wouldn't even wear Adidas shoes if I received them free — wouldn't want to wear their brand. Worst customer service I've ever experienced.
Apart from a very glossy website which sucks you in to believe it is a normal well run international company I cannot think of a good word to say about Adidas! Placed an order on 11th December. Received no email confirmation. Money was taken from our bank account two days later. No shoes ever arrived. Customer services - Cannot email without an order number. Tried email direct to Head Office, no reply. Phone calls are useless, no one answers - Twitter useless, no one replies. At a loss to know what to do - They have stolen £127.98 of our money! We are not an exception - shocked to see so many similar stories on this site. They are an absolute disgrace.
I love Adidas and their products, always have and always will. With that said, the customer service has been a nightmare. The average wait time to contact a "live" agent is over an hour. How is this even possible for such a huge company? Unacceptable. Their recording says to contact them through Live Chat, there's no such option available. My main complaint is from a transaction from December 1st, 2017. Adidas.com charged my account in the amount of $259.20. I did not make a purchase for $259.20 on or around that date. I had made purchases for the same amount several times and was credited appropriately for those transactions. The Adidas agent told me to report it as fraud.
I reported the charge to my bank and they said Adidas stated they over-credited my account from June. Adidas has never over credited my account. As of December 21st, 2017, I am currently waiting to speak to another customer service agent. I have been on hold for 58 minutes. This is one issue I am having with Adidas.com. Another issue is obtaining a return shipping label. Good luck getting a hold of an agent that knows how to send a shipping label to you. Have you ever noticed when Adidas credits your return that they short change you a penny? I've noticed this on several return credits. Sneaky. I'm still on hold, wish me luck.
Updated on 01/10/2018: This is a follow up review from my December 21st rant regarding a $259.20 charge to my credit card from Adidas.com. I was given credit from my bank, not Adidas. After writing several emails to the customer service department at Adidas.com this is the reply I received yesterday, January 9th, 2018. “Thank you for reaching out and we apologize for the trouble. Unfortunately, due to shipping back an empty container for your return of order number **, a recharge to your account was issued by our IT team. Sending an empty package for a refund does result in the revoking of your purchasing privileges from adidas.com. You are always welcome to shop with us at any of our retail locations. We do apologize for any inconvenience this may cause.”
Okay, What? An empty package? And no one from Adidas thought to notify me! That's fantastic customer service. I have sent back all their items, in their box, with their return shipping label. How on earth does my return package arrive empty? I logged onto my account and pulled up my order hoping to retrieve the return shipping information, the weight of package. No luck, because it automatically starts a new return with a new shipping label so the old label is obsolete. This is definitely a first. I am exhausted and bummed of how a large and reputable company is handling this.
I did call a customer service agent today, he was nice. Don't get me wrong. The customer service agents are polite, they do the best they can with the information they have. The company behind the service agents...well... Let the below reviews speak for themselves. I am now wondering how I can retrieve the UPS return shipping information to prove my items were indeed inside the package when I dropped it off at the UPS hub. That is where I am today with my Adidas.com saga. Since I have been "banned" from the Adidas.com website, I have more time to read, exercise, spend time with family and friends, and walk my cat on a leash. Thank you, Adidas. Oh, and if anyone has been through this exceptional experience, please feel free to offer some advice. Wishing everyone a healthy and happy 2018!
I ordered 4 pair of shoes from Adidas. I didn't get but 3 pair of the shipment and Christmas is in a few days and my order says "still in progress" which means hasn't even been shipped yet. I called them and was on hold over an hour. Then the lady said couldn't cancel order, I ask to speak to a supervisor. Was on hold 30 more minutes then another lady came on and put me on hold another 20 minutes. Then the supervisor came on and said I can't cancel order. I can only deny the order 3 times and then they will be shipped back to the company and in 30 days after that I will be refunded. She was very rude when I told her my daughter won't have shoes for Christmas and every other company sent out orders within a week to my house that I had ordered from.
She said "This is irrelevant to us" and I ask for her name and identification and she spoke over me and loudly to the point of trying to shut me out and then hung up on me. You do not speak over a customer and try to dominate them with your voice over theirs and you do not talk down to them and you do not hide your identity and you do not degrade or devalue them and you surely do not hang up on them. I did not spend $346.86 to be treated like dirt and not get what I ordered and then be humiliated for questioning why I paid yet got not what I paid for. I will never buy from Adidas again. Horrible customer service, horrible response time, horrible attitude towards its customers. I have not encountered such lack of humanity from a company, they take the cake.
This is by far the worst customer service I ever experienced!! I placed an order on 11/27 and the order supposedly shipped on 12/4. It never shipped (only a label was created) and I have called numerous times with one time being on hold for 1 hour and 48 minutes. When I finally got through a day later, they told me I could not cancel the order and to call back in 5 days. What an incompetent bunch. I will never buy from this company again.
I placed an order for shoes for Christmas for my 12 year old son. They were guaranteed delivery before Christmas. When I checked the status of my order it had not been shipped yet. I have attempted to contact the company via phone, email, and chat. I stayed on hold on the phone for OVER 40 minutes until I finally gave up. I emailed with absolutely no response, and the chat was a joke—no response whatsoever. I understand that it's a very busy time, but they should still be able to respond to customers. I have read the other reviews and see that all of the reviewers have had the exact same problem as me. This was my first time ordering from Adidas and it will definitely be my last. I ordered from another company (I paid more but at least I know I will receive the shoes in time for Christmas). Steer clear of this company!!!
Ordered a gift card for my son for Christmas. I never received a confirmation email. I called 4 days after placing my order worrying since the money was taken off my card, but no confirmation. I sat on hold for 40 minutes to be answered by a person who sounded like they just rolled out of bed. She couldn't locate my order with my email or phone number. She finally located it with my debit card number and said she would send out a confirmation email. 2 days later... no confirmation of email.
Called back to wait on hold for another 45 mins for a lady to tell me she couldn't find my order and there was nothing she could do. I kept telling her it was taken off my card (Not an authorization, an actual transaction). She wanted to do nothing about it. I finally asked to speak with a manager. Was put on hold for another 15 minutes. Manager came on then put me on hold again for another 10 minutes. Came on to tell me my order went to corporate that is why I received no confirmation. She said my card SHOULD arrive before Christmas. Here it is December 19 and no card still (2 weeks later). I have no way to track this gift card.
I ordered shoes for my daughter during their Cyber Monday sale, on November 27th. The item was in stock and said expected delivery by December 3rd. Too bad the shoes still haven't shipped and it is now December 19th. I have emailed customer service 3 times with no response. I called the customer service line twice and after sitting on hold for an hour the second time finally got through to someone who sent me a coupon for 20% off a future order, but could not resolve my issue. Claimed they have no idea why the shoes haven't shipped, they even show as still currently in stock. They would need to submit a ticket to the warehouse to find out why they haven't shipped, which would take 3-5 days for a response.
That was 5 days ago, and still nothing. Their website recommends downloading their app to be able to CHAT with a representative, as does their hold message. Problem is you wait just as long for someone to answer you on chat as you do on the phone, except after 20 minutes they tell you no one is available and close your chat so you have to start over. Any way you look at this, this has been a total disaster.
My daughter's shoes are sitting on a shelf somewhere forgotten about and Adidas customer service has no communication with their warehouse and even less ability to actually provide customer service to their customers. What a waste of running a Cyber Monday special if you are never going to honor it! Now I will have to sit on hold for another hour plus just to try to cancel the order and go purchase the shoes elsewhere. The only saving grace is that they apparently don't charge your card until the item ships. I have order confirmation and they recognize it as a valid order. Bunch of good that it does me. Unbelievably disgusted and disappointed.
I had to attempt to place the order three different times due to server errors. When I attempted to call the number for verification that my order had actually been placed, busy signal and the line went dead... all FIVE times. Lo and behold, the money was IMMEDIATELY debited from my checking account. No confirmation email, no order number - NOTHING. I still do not know if anything is actually being shipped! HORRIFIC, especially, during the holiday season. Prepare for the holiday rush, increase bandwidth - DO SOMETHING. Or do nothing because I will never purchase anything Adidas-related, again.
I woke up at 6:30 to get onto adidas.com to get the Yeezy Boost. I waited a hr in line then I get lucky and I am able to pick my size and pay using PayPal. For some reason my PayPal order went thru 3-4 times. Not my fault. I get a order from PayPal to tell me my order got paid. I got 2 emails from them giving me a receipt then I ask Adidas what's going on then they cancel my order saying I had a problem with payment. That's BS. I have 3500 dollars in that account. It ain't much but enough to pay 237 dollars for shoes. Then customer service sucks. They pretty much tell you nothing just it's CANCELED. Not my first problem with Adidas. Last time I ordered NMD shoes from them size 8 they send a size 12 of some cleats with my receipt in the box saying I ordered NMDs. SMH. Adidas is such BS. I wish I could sue them for wasting my time and canceling my order for no reason.
Great site to browse, nightmare to contact. I bought a pair of Tubular Dawn, and they were a size too big. I figured the return would be easy since most returns with big companies are - it's the opposite. The link to print out a return label doesn't work, and I have tried daily for 6 days now. I've called 4 times now, waiting anywhere from 20 minutes to now 50 minutes. This is such an annoyance. I wonder if they made it so you can't print out a return label on their site, and have to call only to get frustrated and give up so they can keep your money.
I ordered shoes for a Christmas gift on 11/26. They have not arrived by 12/16. There was NO response to emails sent. Their chat is a BOT and therefore useless. I finally reached them by phone today & was told they would send my question to the warehouse & I'd hear back in 3 to 5 business days. I asked to cancel the order & was told by the manager (Charles who would not share his last name) that I could not cancel the order. The shipping status shows 'Waiting to be packed'. I have purchased the shoes through another online retailer so I will have my granddaughter's Christmas gift on time. I will NEVER spend another dime on an Adidas product and I encourage you to do the same. Customer service and satisfaction is extremely important but Adidas doesn't get it. I wish I had read the previous reviews prior to making this purchase.
I will never purchase anything from an Adidas online store. I repeat never. I was on the call for 30-45 min trying to reach them but no response. I called them 4 times in the week and stayed on the phone call for 30 min each time but no response. Very dissatisfied. Basically ordered the hoodie but never received it. Called the Fedex but they say me to reach out to Adidas and file a complaint.
Adidas online - My husband bought 4 pair of shoes accidentally because of a problem with their website. He returned two pair. They received the shoes almost two months ago but will not refund the money. First, you have to wait 45 minutes to talk with someone, second, after numerous phone calls and numerous times of being told the refund is in process... NOTHING. I had to call my bank to investigate. This is by far the worst experience we have EVER had with online shopping!
I ordered some Adidas shoes along with a couple of other things online. The shoes I ordered my correct size but the shoes were way too big and I didn't get a return slip. I messaged them on Messenger. They never messaged me back. Never buying online from Adidas again. This will be my last time and I will let all my family and friends never to buy from Adidas online.
WISH I COULD GIVE ZERO STARS. As others have mentioned, I would have thought that a large company such as Adidas would have a competent customer service department. I simply wanted to return a jacket, so I attempted to do this through the website. The website cannot process a return and provides the following error message: "Oops, we're sorry! Because of site maintenance this service is not available". Called customer service twice (on hold over 20 min each time) and the first representative told me I would receive an email with the return address label attached, but I simply received an email stating that my order had been returned... Ugh, what?!
Called back, spoke with 2nd customer rep and they informed me that their computer could not process the return for some reason (errors), so they forwarded the request to a supervisor. They assured me I would receive an email within 24 hours with the attached return address label. Well, it's been approximately 72 hours and no dice! They're giving me the run-around! Why wouldn't Adidas simply provide their return address information on their website... Because that would be too convenient for customers?! It also seems quite antagonizing to constantly repeat to customers calling on hold that you can also contact customer service through their "chat" option when it's NEVER available... UGH!
I recently bought a pair of Adidas sneakers in the Adidas Store located at Madison Ave, New York, and they came without the insoles. Because of this I’m not able to wear the sneakers. I have tried to contact Adidas about this problem for 3 times already but didn’t get any response yet. I thought that the consumers in Brazil were treated bad but I can see that this also happens in the US.
Ordered a pair of shoes 8 days ago - no email confirmation. Have sent 2 inquiries - no response. There is no phone number listed on the website. Order status online states "pending", yet they have already charged my credit card. Now the website is offline. My only recourse now is to submit a fraudulent charge on my credit card.
You would expect a big company like ADIDAS.COM would actually have a minimal level of service. I was wrong. PHONE: on hold for over 1 hour 30 min, still no one answers. EMAIL: email twice over two weeks, no respond. So what can you do? Nothing. The order is as much as lost. Had to call credit card company to step in regarding on this. It’s very disappointing. Don’t order from ADIDAS.COM.
I am extremely disappointed in Adidas customer service. I recently placed an order and never received them (ACE TANGO 17.3 INDOOR SHOES) in the mail. I contacted you guys through call and email but you guys never responded. Crappy customer service. I'll never buy from Adidas again.
Disclaimer, I have not purchased the product but spent a lot of my personal time looking for a particular shoe and feel as if my time was wasted and that in itself is the experience I am sharing. There is no way I will purchase online from Adidas based on the reviews. I did take the reviews into consideration before venting. So, Adidas is selling a shoe on their website that's carried in other stores for almost half the price. What's crazy is my size everywhere is only available on their website. Pure SHENANIGANS if you ask me. The reviews are all over the place. Who came up with the brilliant idea to make a shoe sooo expensive you have to pay the big bucks first, have it sent to your home without a receipt then find out it's either too big or too small then find a store to return it to? Why take a customer through all that?
Wouldn't the shoe sell in store if it's all that without having so many horrible inconsistencies that can only be verified with the purchase online - through the mail - receive without receipt - then probably have to deal with a clueless sales rep to make the return? I can maybe accept selling certain colors online that aren't carried in store but the same colors for almost double... For real!!! Wow, I am more of a Nike fan anyway but I like a lot of Adidas products however, I am going to stick with Nike until Adidas can come up with a better business plan when selling their products.
I purchased a pair of Adidas Supernova Running Shoes in Adidas Running Store Berlin Muenzstrasse on 09-OCT-2017 around 7.00 pm. Since I am not a resident of EU, I demanded tax return at the airport in Berlin and gave them the invoice of the product. Only 2 weeks past using my shoes, the sole/base of the sneaker started to drift apart. (I hardly ever even ran with these shoes.) Since the Adidas retailers in Istanbul all require invoice to process this, I wanted to send you this email to request a solution. I have always had high expectations and reliance on Adidas shoes, but this time I was quite surprised they defected so easily and quickly. I contacted Adidas on Nov06 to request them to find a solution for this.
Below you can see the response I received from Adidas; no comment: Adidas's Representative response in between quotations below: "Thank you for contacting Adidas. I am very sorry that you are not satisfied with the quality of our product. Our products are manufactured to the highest quality standards. The quality is inspected throughout the manufacturing process. As a result there is very little probability of a product being of inferior quality. I am sorry that in this case we did not meet your expectations. As you have not purchased the shoes via our online shop an exchange or refund is not possible. Sadly, without a proof of purchase I am only able to offer you a 20% voucher for your next order on adidas.de."
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