I won't be buying adidas EVER again

I don't support LGBTQ or any stores that support them

Not at all

This is my expirence with Adidas Malaysia, the horror story is still ongoing, and none of my emails so far replied by Adidas AG or Malaysia.

In terms of sports brands, I can quite honestly say that Adidas has always been one of my "go to' companies both in terms of sports and lifestyle products, this has also filtered down to my wife and kids who also promote the 3 stripes. Therefore, it really saddens me that I have to contact/write to you under such negative circumstances.

Just a quick background to the complaint:

After 3 years of lockdown in Malaysia, I planned to go back to the UK for Christmas in mid December 2022, therefore I decided to purchase some winter boots for the trip back home (Not much call for winter boots in Malaysia). I came across the Adidas Pharrell Williams Terrex Free Hiker COLD.RDY on the Adidas Malaysia Website for RM 719.40 reduced from RM 1,199.00 (Approx 160 Euros). I placed the online order on the 27th May 2022 (Order No. AMY*******) and the boots arrived approximately the 1st week of June 2022.

Upon delivery, I tried on the boots (which fitted well) then put them away for my trip to the UK in December. Please note that the boots were not worn until the trip to London in December. Upon arriving in London, I wore the boots for 4 days until I noticed that the outsoles at the rear of the boots were starting to peel away from the midsole. I was amazed that this could happen after only ever wearing the boots for 4 days and not only that but just for walking around the city (not even on a Hike). I therefore spent the remaining 2 weeks walking around in freezing temperatures in a pair of running shoes that I had brought with me.

I decided to contact Adidas Malaysia upon returning from the UK to highlight the issue that had occured and I contacted them through their live-chat through the APP on the 3rd January 2023. I spoke to someone called KevinB and was told that I could not return the product as it was past 30 days. I explained that it was not a normal return but it was a product defect/warranty issue. KevinB basically said that I needed to provide the photos of the defect and the order number and he will send the information to his QC department. He pointed out however that they would most likely reject the claim as it was beyond the warranty period and, most likely, my fault for incorrectly storing my shoes (I wonder how long they had been sitting in a hot warehouse in Malaysia?). This was a total insult as I store all my lifestyle shoes in a cool room inside my house along with many other shoes I collect such as; Ultraboost 19,20,22, Adidas 4D various types, Yeezy, Jordans, Gucci just to name a few. Around 90% of my shoes were older than the 6 month old Terrex Hiking Boots. I was informed that the decision would be made within 5 to 10 days.

I agreed to send the photos and details to the email address provided and immediately sent the email to the Adidas team a short while after our initial conversation. This is when the nightmare started.

3rd January 2023 - Reply from Adidas by email
- Received a reply from someone called Aman asking for additional information (Photo of the security tag/label and the order number). I am not sure why they needed the order number again but I supplied the information the same day at 10.11pm.

10th January 2023 - Follow-up Email by Customer
- As I had not heard back from Adidas, I sent a follow-up email to ask if any progress had been made on my case.

10th January 2023 - Reply from Adidas by email
- I received a communication from someone called Luv (Strange name), they stated they could not find the product (whatever that means) and I must send them photos, order number etc. basically all the info i had already sent.

10th January 2023 - email by Customer
- I frustratingly sent all the information again to Adidas Malaysia as requested.

11th January 2023 - email by Customer
- I sent Adidas an email asking them to confirm that they had received the information that i had sent to them on the 10th January as I had a bad feeling that the Customer Service Department was disorganised. (Note they never responded back)

17th January 2023 - email by Customer
- I sent another email to Adidas asking for a case update.

17th January 2023 - Reply from Adidas by email
- Another person called Kavitha sent me an email update.
- Stated that they were very sorry for the delay and as an exception would like to offer a voucher worth 30% off my next purchase - there was no mention of whether my warranty claim was resolved or any update on the findings. It was all very vague.

18th January 2023 - email by Customer
- I acknowledged Kavitha's email and thanked her for the discount gesture for the long wait, however I looked forward more to their decision on my warranty claim and the outcome.

30th January 2023 - Live Chat by Customer
- I contacted Adidas Malaysia through the live chat function again as I had no further reply through email.
- I was then contacted by yet another customer service rep called Rishabh
- I was then informed that no return or exchange can be done, however I can have 30% off of my next purchase.
- I found this insulting and informed him that I would not purchase any more Adidas products and then requested him to provide me with the Adidas Malaysia Managing Directors name and email address.
- I stipulated that if this information is not provided I would take this matter to a legal tribunal.
- I received no reply from the customer service officer.
- As I was busy with work and furious, I decided to contact them again the next day.

31st January 2023 - Live chat by Customer
- I contacted Adidas live chat again asking for the email address of the Managing Director of Adidas Malaysia/Asia Pacific.
- I then got a previous customer service rep (Kavitha) who obviously could not recall the complaint.
- I got the usual (I completely understand your concern and apologies etc.) then was told that she can place a request for product return and i can return the product and place a new order HOORAYYYY at last (or so i thought).
- She then said can you confirm that you are looking to return the order below (AMY*******), I confirmed the data.
- She then stated that unfortunately they cannot process my return as the timeframe has passed.
- I was totally shocked and my blood pressure was about to explode! I then demanded for the Managing Director's contact details again as I could no longer put up with this.
- The staff seemed petrified to escalate any case to Adidas management and just blanked my request for contact details!
- I was then basically told that she would escalate this case to the relevant team/managers and to wait for an update by email.
- I stated I would give them one last chance but want them to reply by email so i can inform their management how badly this had been handled and provide the chronology.
- She thanked me for my understanding and asked for me to allow some time.

14th February 2023 - Live Chat by Customer
- I had been in the USA for business for a week (With no Winter Boots) and upon returning back to Malaysia, checked if there had been any reply from Adidas. Guess what, no response in 2 weeks.
- Even more of a surprise when I contacted Live Chat again, I was attended to by another complaint agent (Priyanka), as usual I had to go through all the case explanations etc. etc.
- As usual the normal (I understand your concern blaa blaa)
- I was told "I kindly request you to wait for sometime" you will be contacted by email. I found the tone to be extremely rude and unprofessional.

18th February 2023 - Link received through SMS to take part in a Customer Satisfaction Survey
- Can you believe that Adidas Malaysia then sent me a CSI/NPS Survey!
- I scored them 0 and commented how poor the service was
- I never received a response.

25th February 2023 - Another Link through SMS to take part in a Customer Satisfaction Survey.
- Can you believe another CSI/NPS survey was sent! What a shambles!
- Again i scored a 0 and commented how poor the service was
- I never received a response

To this very day I am still awaiting the email from Adidas Malaysia. I work for a Premium and World Renowned German Company, part of my job is also interacting with customers/complaints etc. I would never in my life treat a customer this poorly. Even if a product is out of warranty, there is always a technical and a commercial decision to look at, I have the responsibility to assess and provide a customer goodwill if justified. We keep our customers mainly for life even if it means we have to invest in them from time to time. With the sudden departure of the Yeezy Brand, I would imagine it is in Adidas's interest to retain its customers, not treat them like dirt and lose them to its competitors.

My observations I would like to point out to you in general:-
1) There seems actually no intention of solving this issue (Just hoping the problem will go away by keeping quiet)
2) Does anyone actually read your CSI Surveys or do any kind of follow-up based upon the feedback to improve processes, address issues? In my job we read comments and follow-up.
3) I have been attended by 6 different staff members all within the Adidas Customer Relations Department/Call Centre. None have a real understanding or interest or show empathy. They hide behind poor company policy and scripted text.
4) How many times do I have to keep providing the same information over and over again?Is there a proper case management system?
5) Adidas management sits behind a wall of call centre representatives, when you ask for their senior management's contact details or the case to be escalated they simply ignore you and divert the question/request.

Please look at your competitors, I have dealt with Nike Malaysia and I can honestly say they were brilliant, customer centric and have fantastic consumer policies. If you buy on-line they provide you with a 2 years product warranty. I returned a 1.5 year old pair of Invincible running shoes as the mid-sole had started to detach from the upper (after around 400km of running). They issued a full refund within the week and collected the old shoes directly from my house by car at no cost (Customer Centric Policies that retain people in the brand).

The worst thing about this whole case is that I actually love Adidas products I currently own; Adidas Prime Strung, Adios 6, SL20, Adidas Pro 1, Yeezy 350.380,700, Adidas Ultraboost (many variants), 4D variants not to mention all the running/lifestyle clothes etc. My kids are also Adidas fans as previously mentioned. I have spent a fortune with your company both online and within the stores.

I hate to say this but I will not buy any further Adidas products unless this case is settled in an amicable manner. I am requesting either a full refund or store credit amounting to 100% of the cost I have incurred. I am not trying my luck, I genuinely have only worn these boots for 4 days walking around London. I can easily afford to chuck them in the rubbish bin or buy some superglue and stick the outsole back on (But it is the principle now). I was recently looking to purchase the Adios Pro 3 but decided to purchase the Saucony Pro 3 instead just out of principle.

I hope your company can look at this case and do the right thing, do not lose a long term customer, an Adidas fan because of policy. FYI this is the longest complaint i have ever written so hopefully it goes to show how frustrated and passionate about this i really am.

If you require any further information regarding my case, I can provide the emails, Live Chat Screenshots, Photos of the defect (Even photos of all my current Adidas products/Shoe Collections).

Again, I thank you for your time.

Yours Faithfully

Andrew Collier

Two very specific and SIMPLE things could improve but obviously you show that you do not have the capacity to do so. 1) do not offer the option of going to pick up an order at the store if they will not have the products available. I made two orders in the course of a month because the first one I chose the option of going to the store to pick it up and it took TWO weeks for them to send me an email telling me that they had canceled the order because they had no stock of what I ordered. I decided to order the same order again for delivery of some women's soccer pants, which I already have one that is black size XS and it fits me and when I received the three pants ALL size XS NONE fit me, they were all too big and wide… an absolute waste of time and a total disappointment. It doesn't make sense for me to order the same pants model and the same size as the one I already have but in a different color and they don't fit the same as the one I already have. If they are going to sell the same product but in a different color they should have the common sense and the logic to have them made IN THE SAME COUNTRY, WITH THE SAME MEASUREMENTS AND THE SAME FABRIC... they should have the logic that if they are going to put the pants have a size XS label, make sure that the pants are really XS as the label says and not M or L because that looked like the pants I received, any size except XS. Due to the enormous disappointment and inconvenience generated by receiving three poorly made pants, I had to go to the store to return them... again wasting time due to the incompetence of not knowing how to do 2 SIMPLE things. ALMOST A MONTH TO GET THREE PANTS THAT IN THE END WERE BADLY MADE AND SHIPPED. ABSURD…

DO NOT BUY FROM ADIDAS WEBSITE.
Adidas shipment missing for over a month, the following is the chat which I had with Adidas for the 6th time. Again, on the 6th time – I was asked to be patient and wait a few days. My package was purchased on 11/30/2020 as a Christmas gift. I ws repeatedly told I would have package by Christmas. It is now 12/29/20 and I still have not received my purchase.

Chat started with Joe Gilbert

Joe: Hi, I'm Joe Gilbert and I will be assisting you today!
Kim: Hello - I placed an order on 11/30 which I have not received
Joe: Hi, Thank you for contacting adidas, How can I help you?
Kim: This is the 6th time I am contacting regarding this
Joe: Apologies for any inconvenience that has caused you regarding your order status Ill do everything I can from my end to sort this out for you.
Kim My order was split into 4 packages
Joe: know that you've already got this done prior to entering this chat, but For account verification can you please verify to me your name, email address and order number for this account
Kim: ---
Joe: Thank you for providing that Information It's nice to have you on the chat. Please let me check that one for you. Let me go ahead just give me a minute or two
Kim: The 3rd package was determined to have the wrong label and once that was fixed I received the package
Joe: Kim I would like to know hpw many items that you are still waiting
Kim: package 4 of 4 contained 2 sweatshirts, sweat pants, and shoes
Joe: upon checking with your account Im seeing here that your item was just inducted at pitney bowes facility last 12/16/2020 since then there is no movements at all
Kim: exactly
Joe: what Im going to do is to create a case to have this reviewed and it normally takes 48–72 hours to be resolved. Our system would normally send you an email automatically to let you know that the issue has been resolved but if you don't hear from us after 2-3 business days, please contact us back using this reference number ---
Kim: That is the same information that I was given before -- let me get reference number
Kim: reference # XXX
Kim: I was promised at that time that I would get my shipment by Christmas
Kim: It has been a month since I purchased the items
Kim: This is the second time I am contacting with this reference number
Kim: prior to receiving reference number I had contacted the company 3 times
Kim: so... I have utilized a great deal of my time and still didn't get the items for Christmas
Kim: Having 4 children, it sucked to tell one of them several of their presents were still in shipping.
Joe: Kim I will make a follow up regarding the case #xx if they already resolve and have solution on the issue
Kim: what does that mean
Joe: Case #xxx has been already raised to the right department and since we haven't received any update on this I have to make a follow-up. Rest assured that we will do our best to help you with your order. Is there anything else that I can help you with?
Kim: so I should start posting reviews to
https://www.sitejabber.com/reviews/adidas.com
https://www.consumeraffairs.com/retail/adidas.html
https://www.trustpilot.com/review/www.adidas.com
Joe: Kim I would like to ask you to wait for a few more days for us to resolve your concern
We perfectly understand your frustration about the delay in the delivery of your order. You have all the right to be. We had issues on several orders lately, and is now trying to sort things out. In fact, many of the order affected by the issues has been delivered now without any problems. As a courtesy, we will provide you a 20% discount code and we do hope that you may still give us another chance to improve our service.
Kim: I am supposed to wait several days for an update which is what I have been told repeatedly
Kim I will be taking a screenshot of this conversation that your response to a package that has been missing for over a month is to wait more time.
Joe: this time Kim ill be handling your account and will keep you posted
Joe: And Kim its not missing
Joe: its still on the pitney Bowes facility
Kim: It is missing or mislabeled like the last package
Kim: it has been there almost 2 weeks and I have contacted you guys 6 times. I was promised it would be here by Christmas. I will be leaving reviews of adidas in every site that I can find. When I contacted for the 5th time, good customer service would have reshipped the package and then worked on receiving the initial package back.
Kim: I have been overly kind and patient
Joe: I know Kim its your right to leave reviews but what Im asking is if you could wait for few more days for us to get an update regarding your order
Kim: you can see how long I have been waiting - why are you guys not compensating this mistake. Send me an extra sweatshirt or something
Joe: That I cant promise Kim
Joe: As a courtesy, we will still provide you a discount 20% code and we do hope that you may still give us another chance to improve our service.
Kim: so I will be given a discount if I buy more from you. Why would I be buying anything from you in the future with this issue not addressed.
Joe: again Kim apologies for the Inconvenience I already follow up for the previous case
Would there be anything else Kim?
Kim: ok - you work on doing the job that should have already been done and I will work on
Pasting this conversation wherever possible.

When you order shoes, you expect them to ship. When you order multiple pairs of shoes, you expect all pairs of shoes to ship together. That was my initial assumption, anyway. However, that did not happen. Instead, my sandals shipped while for some reason my other 2 pairs of shoes are just sitting in a warehouse. The money for said shoes was refunded to my card, and I became confused. Usually, when money is refunded, that means the items for which the money is refunded are unavailable. So, with that logic, I reached out to customer support. I was polite, I was respectful, and I asked about my other shoes as well as the refund to my card. Lyza, or however you spell her name was extremely rude and terse with me. I stated I was an essential employee who is on my feet all day and looking forward to these shoes that were recommended to me by a friend and her response was, "Just as I told you, your shoes are in a warehouse and will ship soon. We are still within our time limit of shipping 4-7 business days." I've never bought a pair of Adidas in my life because I always thought they were inferior to other brands, and I think I am going to hang onto that belief from here on out and never do business with Adidas again as their customer support lacks the ability to be professional, especially when a $#*!ty attitude wasn't warranted.

UPDATE: I decided to just cancel my order for the other 2 pairs of shoes because I really didn't want to deal with the headache anymore. When you connect to the chat, they ask for your order number, but once you connect to a representative they ask for that information again. I told the man I already input that information prior to connecting. He said that he can't see what I put in prior, and I said, "wow, that's kind of moronic." He then said, "I don't appreciate you calling us names," and then proceeded to disconnect the chat. Like, WHAT? I called the SYSTEM moronic, not YOU. He's a moron now, though... I reconnected to someone else and asked to cancel the order. She said they can't do that because my shoes are sitting in the warehouse waiting to be shipped. I said, yeah, that's the point. They're still there, not at my house, and while they're still there I would like to cancel my order so that they stay there. She said no. When they ship, my card will be charged. So, I said that I would just pull all of the money off of my card the next day then so that they don't ship. As soon as I disconnected from our chat my card was charged for the shoes and I received an email that they were shipped.
I am not very happy with Adidas, and I don't think I will ever give them my business again. I really didn't want the shoes anymore, I just wanted to cancel the order so I could get shoes elsewhere. This who experience left a sour taste in my mouth, but I guess the silver lining here is that if you REALLY want your shoes and they're stalling on shipping, just tell them that you're cancelling the order and will take all of the funds out of your account so they can't charge you because, apparently, that seems to light a fire under their a** and suddenly your shoes are shipped.

3 stars for the 3 stripes

Amazing delivery times, excellent packaging, and INCREDIBLE customer service.
I am so impressed.

Great soccer things I use it a lot

Since i was akid. I loved wearing adidas! The best!

Costumer service sucks if you try to return something.