Many shoppers speak well of the in-store experience, pointing to helpful staff, roomy outlets, and some standout footwear. Most complaints focus on online orders, especially missing deliveries, late or withheld refunds, and exchanges that are hard to complete. Communication problems come up often, with people describing repeated automated replies and mixed answers from support. Reviews also mention defects and uneven sizing, alongside praise for shoes that feel comfortable, waterproof, or lightweight.
Examples from available reviews (Oct 2021 – Feb 2026).
Spacious store with many helpful employees and great selection across floors.
“The store is very spacious, they have many employees helping”
Purchased lightweight, stylish shoes and praised their excellent quality.
“THIS IS AN EXCELLENT QUALITY very light weight sport shoe.”
Package lost after late delivery and refund delayed by a 10-day waiting period.
“they need to wait 10 days to initiate the refund process.”
Order delayed two weeks and support replied with repetitive automated responses.
“got some AI agent pretending to be a human”
Most complaints target returns, refunds, and exchanges. Several reviews describe inspections that leave exchanges stuck for weeks and refunds that arrive late or not at all. Some locations earn steady praise for in-store service, while others draw reports of staff being unhelpful or rude.
Shoppers often point to outlet discounts and good clearance finds. Some say promotions were refused, gift cards were canceled, or loyalty points were not refunded. Shipping and return fees also come up in complaints about poor value when sending back sale items.
Website and app issues reportedly stop people from buying or starting returns, including a launch glitch that led to items selling out. Some reviews also mention problems on specific country sites. On the positive side, several shoppers like the store layouts and signage for making shopping easy.
Views on quality vary widely, from strong praise for lightweight, comfortable shoes to repeated reports of defects such as leaking, tearing, and damage to soles or paint. Several reviewers also mention sizing that changes between models. Some describe fast delivery and waterproof performance, while others say products failed after short use.
Many reviews describe support as inconsistent, with conflicting answers and frequent automated or scripted replies. Customers say they were passed between agents, told to file claims with shippers, or given the same timelines again and again. A few positive in-person interactions stand in sharp contrast to the reported problems with online support.
Experiences split between strong in-store visits and frustrating online transactions. Most negative accounts focus on shipping delays, orders canceled after payment, and returns that are hard to complete. Positive feedback centers on helpful store staff, outlet deals, and certain shoe models seen as well made.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · yelp.com (20) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Manager refused to swap sizes and was unhelpful and rude.
“Worst manager ever the petite pregnant woman is terrible .”
Manager was rude, canceled the order and called security.
“ask one of the employees to cancel my order and even called security guard.”
Used adiclub points on item later deemed ineligible and points not refunded.
“they are refusing to refund my adiclub points.”
Bought unsuitable shoes and was refused return due to elapsed time.
“I was told that was not possible due to the time passed.”
They cancelled my gift cards
“They cancelled my gift cards”
Exchange process very difficult and staff unhelpful.
“i have never had such a hard time exchanging something.”
Store has large variety, standard discounts, and ample parking.
“We like to shop at this store, has lots of variety”
Well-stocked outlet with courteous staff, good prices, and parking.
“A well stocked Outlet store at the Petaluma Village Outlets Mall.”
Returning sale shoes cost $8 via FedEx and Adidas agent was unhelpful.
“agent of addidas not at all help me at all.”
Defective shoes and refund delayed over a month without voucher return.
“I still haven’t received my $200 voucher back.”
Longtime customer received wrong online order and was denied return.
“Terrible Customer Service.”
Order was delayed then canceled after taking payment, without stock.
“So they take your money without knowing weather or not they even have stock.”
Sizing inaccurate and customer service offered no acceptable resolution.
“I will NEVER buy another Adidas product EVER again.”
Exchange refused despite loyalty and purchase history; customer service unhelpful.
“Refused exchange with no clear reason or proof given.”
Returned shoes denied refund as 'too dirty' after brief fitting attempt.
“They were deemed 'too dirty' after just trying them on.”
Ultraboost sole and paint showed damage after little use, indicating defect.
“the sole and paint have already started showing damage.”
Reviewer likes Adidas and considers it their favorite brand.
“Adidas is tuff i don't see how people don't like this brand it's my favorite.”
Received wrong shoe sizes twice and customer service refused proper help.
“the shoes inside were actually size 1 again.”
Shipping and wait times were very poor and problematic.
“shipping and waiting time is a disaster.”
Order canceled last minute and refund delayed; customer service terrible.
“The worst customer service ever.”
Amazing Services!
I'm very impressed with my first pair of Terrex Swift from Adidas Outdoor. I really like how the sole makes them stiff with good stability and gives them a ground feel. I also love how they fit to size and how comfortable they feel. These shoes fit and feel like real hiking boots while being waterproof. Not to forget, they have an amazing tread for traction. As for the delivery, I received my order sooner than I expected. The customer service was top notch too. I'm already thinking of ordering another pair for backup from Adidas Outdoor very soon. Lol!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Adidas is a global sportswear company based in Herzogenaurach, Germany. It designs, develops, and sells footwear, apparel, and accessories for sport and everyday wear. Adidas sells through its own retail stores, outlet centers, e-commerce sites, and wholesale partners worldwide. Its range includes running shoes, football boots, and training apparel, plus lifestyle collections and licensed accessories. The company also runs research and development programs focused on footwear materials and technologies.