“Absolutely horrible exchange policy.
My exchange has been stuck in “inspection” for over 7 days with ZERO movement. I returned the shoes directly through an Adidas store, where employees already verified they were unused and approved the return. Yet somehow Adidas still can’t process a simple exchange.
I’ve been waiting for weeks and still haven’t received my replacement shoes. No updates, no accountability, no urgency. This is beyond frustrating.
Exchanging anything with Adidas is a complete nightmare. If you order the wrong size, be prepared to wait forever while your money and shoes are stuck in limbo. Completely unacceptable for a brand this big.”
“My return got rejected due to a ‘strong odor’ smell. That odor apparently being shower gel as I tried the item on after having a shower (when else are you meant to try clothes on). Customer service don’t have a clue and are always useless. I am say with the rejected return which does not smell strong at all. Just smells fresh and clean. Been a long term buyer of Adidas but this will stop me using them.”
“I would rate zero if I could. Cancelled my order and told me days later. A week later and I still haven't had my refund come through. Suggested 3 different trainers at double the price with a £4 voucher offered as compensation.”
“Prior to using my adiclub points, I went thru their online link to verify the item I wanted qualified for use with a voucher purchased with adiclub points. Once I verified it, I purchased the voucher and then when I went to place the order, it stated the item did not qualify. I contacted adidas and they are refusing to refund my adiclub points. Seems like a 'bait and switch' tactic on their part to get you to use your points and then you lose them.”
“Terrible customer service, I am a good, loyal and a regular customer. I bought a pair of running shoes for my sons birthday in October 2025, my sons birthday is in December. All of my sons footwear is size 11, the Adidas trainers were far too big, sub standard and not fit for purpose. I requested a return to be told that was not possible due to the time passed. I again told them the situation to be told again I was unable to return the shoes. Very short sited with Christmas around the corner, my plan was to buy more Adidas products. They have no empathy they only want your money. Do not deal with them is my advice.”
“For a shoes in sale $31 i have to pay 8 $ on fedex for a box to returne and the agent of addidas not at all help me at all. While i wentvto atore for return the agent over there give me white shopper to putvthe shoe box inside for returne but fedex didn’t accept that very bad not a good thing at all.”
“Extremely disappointed with Adidas.
I received a defective pair of shoes, and when I asked for an exchange, they told me only a refund was possible.
It’s been over a month, and I still haven’t received my $200 voucher back.
Their customer service keeps delaying with excuses and takes no real responsibility.
I’ve wasted so much time and patience dealing with this issue.
Very poor service — I’ll never buy from Adidas again unless they fix this properly.”
“Terrible Customer Service. 30 years a customer of Adidas, my first time ordering online and the order was completely wrong. Customer service no help whatsoever, refused to take back the incorrect order and now I have to contact my bank for a charge back claim. Do not order online from them”
“Terrible. Ordered some shoes for my wifes birthday. After a week had heard nothing, so contacted them. The person I talked to via their chat had no way of knowing when they would be dispatched but assured me they were on to it. Another week goes by and I get an email saying the can't fulfil the order.
So they take your money without knowing weather or not they even have stock. Unbelievable!”
“I will NEVER buy another Adidas product EVER again. The sizing is not at all close to accurate and Adidas have the worst customer service I have received in 40 years!
I have multiple Nike, Reebok, Vans etc. all in size US11. All fit the same. Adidas US11 isn't even close to fitting.
I used an Adidas gift card to buy them. I was told it could take up to 72 hours to receive a replacement gift card and was told there were no other options at all to organise replacement shoes. It has been 120 hours and when calling to follow up I was told that "they are out of stock of digital vouchers but cannot give me any timeframe". I just have to wait an undisclosed amount of time. I asked for ANY resolution whatsoever; offered to go to a store or receive a different form of reimbursement. The only answer - just keep waiting. I asked to speak to a supervisor - Wait up to 48 hours for one to call me.
Disgraceful excuse for a company.”
“Refused exchange with no clear reason or proof given. Trainers returned minus show box just in basic cardboard box so couldnt even resell on ebay. The fact of extensive purchasing history and being level 3 with 5000 loyalty points carried no weight, customer service not interested. Awful”
“Adidas won't refund shoes I sent back within 2 days after fitting and noticing they are one size too small. I've emailed , called, threatened with law suit but no one at adidas wants to help in any way. They were deemed 'too dirty' after just trying them on.
I am going to seek legal counsel and issue a formal claim but it is absurd that it has to come to this.
Shame on adidas”
“I purchased the Ultraboost 2025 in March 2025, and even though the invoice is about 6 months old, I have only used the shoes for around 30–40 days in total. To my disappointment, the sole and paint have already started showing damage. For what is considered Adidas’ top product, this clearly points to a manufacturing defect and a serious quality concern. I’ve trusted Adidas for years and expect far better durability from a flagship line like Ultraboost. I hope Adidas takes this feedback seriously and addresses the issue.”
“I ordered the Adidas F50 League Firm/Multi-Ground Boots in Kids size 1 for my son (he currently wears 13k, so size 1 should have been the next size up). Unfortunately, the size 1 boots we received were the same size as his current shoes, so we requested an exchange for size 2 (order number AUKX2461696).
When the replacement arrived, the box and tag showed size 2, but the shoes inside were actually size 1 again. Now our order history shows size 2, which means we can’t exchange them further and there’s no refund option available.
I contacted customer service, but they didn’t seem to understand the issue and simply told me to return the shoes at my own cost. Very disappointing, I expected better from such a reputed brand.”
“If I could give a zero I would. The worst customer service ever. Firstly I had to chase my order, secondly they cancelled my order in the last minute and thirdly I had to chase the refund. I was told I have to call my bank for the refund. I used to love adidas but now I don't think I will buy adidas again. Its a nightmare.”
“The worst online shopping experience!
If you need to return it will be a nightmare to get your refund even if you go to a store. Do not order from Adidas!!!”
