adidas New Zealand Avis 

I have purchased two pairs of Adidas shoes this year. 1 pair was $330.00 the other pair $110.00. The first pair did not last 6 weeks. The second pair just on 5 weeks. Not sure what is up these days with the Adidas quality. But it's extremely poor. No more Adidas for me. Too expensive for the amount of time wasted on trying to return them and the length of time they have lasted. Do better Adidas and bring back the quality you once had.

After 2 weeks they cancelled my order. The very next order they said was on the move but they refunded it 2 days later after 13 days of having my money again.

Do not shop with Adidas NZ online! Its THE WORST customer service experience I have ever encountered. I do not know how they can still be a leading Sports brand in this country!! Shocking! I purchased a pair of football boots on 1 July and it was “being processed” for 2 weeks, no status updates, no progress, no cancellation notice. I tried getting help via the live chat, phoned, e-mailed, no progress, just generic and scripted promises (the same response every time) that “I can rest assured, they will keep a close eye on it”.
After 15 days of no joy I said that I want my money back straight away and that I am getting legal advice. I received an email a while later saying the order cannot be fulfilled and I will be refunded in 2-3 business days. Awaiting the refund… A lot of customers seeming to have the same complaints?!
Their price tags DO NOT suit their customer service!! Perhaps the ombudsman should investigate!

Absolutely terrible service Adidas!! I bought shoes via the app on 5th June, got an email saying they were on their way 12th June, and should be delivered 30th June. They never arrived and tracking has never changed from the initial setting. It took me two phone calls, a live chat and an email to customer support before they let me know the shoes had been 'lost in transit'. This is FIVE weeks after ordering the shoes. The shipping company DB Schenker have confirmed to me that the shoes had never been picked up from the Adidas warehouse. So, Adidas, it's a lie that they were 'lost in transit'. I purchased the shoes on sale and now the price has increased. Adidas can't/won't send me a replacement pair. I told them I didn't want a refund, I wanted the shoes, but they said they've already processed a refund request but god knows if/when I'll see my money back. The last contact was three days ago when they asked me if I'd like a direct purchase link sent to me, I replied to them within minutes and said I would, but it had to be at the original price I paid. Since then.... crickets. Even though I'm apparently very important to them and some guy called Renz is 'personally monitoring my case'. Renz is probably rushed off his feet dealing with other (ex) customers Adidas have shafted. I've now purchased the same shoes from HYPE/DC, who were amazing to deal with. ADIDAS NZ/AUSTRALIA YOU SUCK!!

its now been over 3 weeks since I placed my order and it still hasn’t even been processed yet. I contacted Adidas via live chat and email, and despite multiple assurances of being dispatched soon, nothing has happened.

Absolutely shocking customer service. If I could give zero stars I would. Shoes ordered on Jan 1st. Took two weeks to get here as they came from Australia. Within a few days of receiving I started a return as they were too big. I shipped the shoes back and they were delivered to the nz returns address by the end of january. After multiple phone calls and emails, it took until March 28th for a refund to come through, despite being promised it was being actioned immediately on multiple occasions. Waiting 2 months for a refund is unacceptable. Don’t buy from here!!

I ordered shoes on 26 February no shipping updates ever available no reply to my emails. Thought I ordered in nz but seems my order is coming from Australia. Called the 0800 got a response in the Phillipines saying my order is due to arrive 10 March actually just want my money back now and will never order from Adidas again!

Shameful. Advertised a sale, then cancelled my order and re listed then product at a higher price. Complete waste of time. Won’t be using again

Accidentally ordered the wrong size. Called 20 minutes after I placed the order to try to change the size and they refused. Said I had to wait until they arrived and send them back and then order the smaller size. This is ridiculous and very frustrating. Now I have the sneakers and they are too big and they no longer have the smaller size in stock. Awful customer service!

Very disappointed with Adidas and their refusal to back their products. Spent $200 on a decent pair of Superstars, only to find not so decent. Barely any external wear, but the heels had collapsed internally after just over a year of only part-time wear. The guy in the store said 'Oh no, these are fashion shoes, I'd only expect to get a year from those'. Don't recall seeing those instructions on the box. This is exactly what is wrong with these big brands- products designed to not last. One year from a $200 pair of leather shoes is unacceptable.

Awful experience dealing with them. They sent shoes with a massive stain on them that were meant to be for a Christmas present. How they didn't see it is beyond me, I assume they were aware of it and thought they could get away with it. Contacted them immediately to return, sent photos, eventually got contacted by courier to send back. Courier shows up 3 days after they were meant to. Even though 'approved' for refund they want the item back to check it and processing it takes up to 28 days. Not good enough. Called to complain and they lied that they would refund on courier pick up, which they now refuse to do so and have no record of(?). Am looking at almost 2 months for a refund because of their incompetent quality checks.

Purchase confirmation received 24hrs after purchase, tracking details provided 1week after purchase and delivery received 2 weeks after purchase. Item quality is fine. Delivery process lacks communication. Adidas is great, the courier company is terrible.

The Adidas online store sent me pants: "Tiro Bukse" of shitty quality, they can't exchange them for the same ones because they don't have that size. Adidas wants me to do the repairs at my own expense because Adidas is only willing to pay a small part of the repair of the pants. The Adidas company violates consumer protection laws, that is, it spits on its customers, and is cynically proud of the fact that the Adidas company doesn't give a damn about compliance with the consumer protection law.

Wish I read the reviews before ordering online from Adidas NZ. App displays “expected delivery” date was 1 day after order date. App needs major fixing. Its been 2 weeks. Still no update. Shipper dbschenker.com also has very poor google reviews.

Ordered from them a month ago. Tracking shows pick-up in Auckland 3 weeks ago and nothing further.
Chat support promised response within 2-3 days but no response since.

It took them three weeks to deliver my shoes. During this time, the parcel tracking never worked, and the customer service people had literally no idea where the shoes were.

When I finally got them and tried them on, they were a very poor fit. I had to return them.

The system of returning products to Adidas is incredibly inconvenient. With other companies, you just print off a label, attach it to the parcel, and send it on its way.

But with Adidas, you have to spend your ENTIRE DAY waiting for a courier who could arrive downstairs at any minute to collect the shoes. You cannot call the courier driver to find out when he’ll arrive, and the courier company will not provide you with even a rough pickup time (refusing even to specify whether he’ll be there in the morning or afternoon).

This entire process could not have been worse. Adidas don’t even deserve 1-star.

I only put 1 star as I had to put a star to write the review.

Ordered shoes so many weeks ago I've lost count.
Despite multiple calls and requests to find out where the shoes are, noone seems to know.
Dreadful, recommend purchasing elsewhere.

I ordered a size US 12 mens pair of shoes for my partners birthday and ended up with a size US 3 womens pair of shoes! Not even the same style. Not only did I receive the wrong order, they wouldn’t even refund me properly. I was told to contact a courier company to collect my parcel and would have to wait 2 weeks for my refund! Very dodgy. Will buy elsewhere.

To Whom It May Concern,

I am writing this email as another attempt to resolve the issue I am experiencing with my recent online purchase. On June 12th, I bought the Argentina football jersey (Order Number: ANZ07860079) with delivery from Australia to New Zealand. The website mentioned that there could be a delay of up to 10 days and provided a tracking number. So far, so good—the payment was deducted from my card immediately, and I received an email confirming my order.

However, it is now July 1st, and there have been no updates on my jersey. The tracking number only shows that the order is reserved. On Tuesday, June 25th, after the promised delivery date had passed, I contacted Adidas via Facebook. They assured me they would investigate and get back to me within 24 hours. Not only did they fail to contact me within the promised time, but they also informed me that the order had been handed over to the courier, making it their responsibility to ship it.

I have waited patiently and clarified that I no longer wish to receive the package; instead, I want my money refunded due to the failure to meet the agreed-upon delivery time. I was told that another department within the company needed to confirm if a refund was possible and that I would be contacted within a maximum of 48 hours. Later, I was told it would be 72 hours, which indicates a significant lack of organization and commitment.

To this day, I continue to communicate with Adidas via Facebook, where I am met with excuses about waiting for responses from the courier. I was even told that there were no updates because the previous Friday was a public holiday, despite the package still being in Australia. I am tired of excuses. Just as I promptly paid for my order, I expect my money to be returned promptly.

Adidas is one of the largest, multimillion-dollar companies in the world. What is the worst-case scenario? The jersey arrives, and you refund my money? In that case, I commit to sending it back to the sender or paying for it if the person I was going to gift it to still wants it (as this was intended as a birthday present). I will notify via email that there is no need to send a new jersey.

Why do I suggest this solution? Because I can't believe how impersonal and mediocre the Facebook support is. If I don't respond in two seconds, I get an automatic message saying the chat will close, which feels incredibly disrespectful for someone multitasking. Furthermore, the representatives seem powerless to resolve anything as they only operate through emails.

Why have a customer service department if it only makes customers wait without any real resolution? This only results in lost customers. I am not your biggest customer nor a famous person who complains on social media, but my case deserves some attention and noise to highlight that the errors are on your end, and your handling of the situation has been consistently wrong.

Whoever reads this email, I hope you are not just a customer service representative but someone who can provide me with direct contact with a person (a request I made that went unanswered) or at least call my phone to show some empathy.

Thank you.

I'm a regular Adidas trainers buyer but this situation has made me reconsider. I ordered 2x orders of Adidas sambas in different sizes to try on the fit. I only ended up keeping 1 set and returned both orders in separate boxes. This order happened in February and it is now April!

It has since been over a month since I returned them and I haven't received a refund for anything. Apparently one order didn't arrive (strange as the other one did) I have called 4x now and have been told the same thing over and over again that they will look into it and then the next person says the exact same and to wait 24/48 hours. This return is over $300+ that is being held because they're incompetent. Thankfully I ordered using my credit card so will be doing a charge back but I will NEVER order from Adidas again.