Wish I could give 0 stars. I am extremely disappointed with Adidas and their customer service. Our family has been loyal to Adidas for years, but after a recent experience, we will not support them moving forward. I bought my son a pair of Adidas wrestling mat shoes, and after only a few uses, they blew out on both sides of one shoe at his first competition. I contacted Adidas to file a warranty claim (they are still well within this period), and the process was nothing short of a nightmare.First, the representative told me on the phone I would simply need to upload photos of the damage and would receive a gift card in return right away. After several days, I got the email with the instructions, uploaded the photos, and then waited several days longer to hear back (and that email said it would take a few weeks to get the gift card so I also went ahead and purchased new shoes since he needs them now). What followed were 2 separate emails—one saying that my claim couldn’t be processed manually and that I would need a “warehouse inspection” to process the claim, and the other providing a return shipping label. The problem was, by this time, I had already thrown away the shoes after receiving a replacement pair I purchased, as no one had mentioned I would need to physically return them for a refund until it was too late.The worst part of the experience was the customer service. I dealt with unprofessional reps who didn’t seem to even understand their own policies (even at a managerial level). The “manager” told me that ALL warranty claims required a physical return for a refund, despite the email from Adidas (mine would need an inspection) AND their own policy Q&A posted on their website which states “if your item requires a physical inspection…” which also implies not all do. This lack of clarity and poor communication has left me frustrated and angry (and out a lot of money). Adidas clearly needs to improve their quality of products, warranty process and customer service. What should have been a simple exchange/refund process turned into a weeks-long ordeal full of confusion and contradictory information. At this point, I am done with Adidas and will not be recommending their products to anyone.
