adidas United Kingdom Reviews 

One of the worst customer service experiences I’ve had.

I ordered Adidas Adizero Ubersonic 5 tennis shoes using a discounted gift card. As they were too small, I requested an exchange, but Adidas lost the returned parcel.

What followed has been weeks of frustration. Adidas promised a £92.30 refund, but despite numerous emails, escalations and repeated follow-ups, I am still waiting for my money.

Customer service representatives keep apologising and telling me they’re chasing the finance team, but nobody can provide an actual payment date. I’ve had to chase them repeatedly, and even when they respond, it’s always the same generic message with no progress.

It’s not just the delay that’s frustrating; it’s the complete lack of ownership and accountability. Customers shouldn’t have to spend weeks chasing a company to get their own money back.

I expected much better from Adidas. Extremely disappointing.

Just wanted a £23 refund. They kept telling me that they were sending me emails with an e-gift card ... Emails which obviously were never sent as they never arrived ... then instead of the refund they wanted to give me a monetary voucher for £26. First they asked me to accept the terms and conditions and once I accepted, they told me the voucher was for £34 but I needed to buy something for double the amount of £34 ...

This company is very rude, unhelpful and a joke. Do not buy online from these people. My wife was having a 60th Birthday and asked for some Adidas fashion for her present from me. She selected 2 hoodie tops with matching joggers total £200. I ordered 12 days before my Wife's 60th Birthday party in good time. The delivery took 8 days to get the first jogging set, but they sent Spiderman babies pyjamas in two separate parcels. I rang adidas and explained the issue, I was told send the wrong items back before we can send the joggers and hoodie to you. I said it was my Wife's birthday on Saturday but was told "No credit or correct items could be sent until they got their Spiderman babies pyjamas back at the Warehouse" I sent 12 emails, rang 5 different people but they would not budge. I cancelled the other set of jogger and hoodies, they told me "you can't" I refused the other set from my postie, I got receipts for the returned goods going back to Adidas. I emailed again to tell them, they were very rude but refunded some of my money and said the issue was resolved now. I emailed again and they said it was case closed as far as they were concerned. I am still wait for a full refund, guys do not use this company they take your money and don't care afterwards. I only gave them a one score because there was not a zero, BUYER BEWARE

I cant believe Adidas can get away with this. I’ve been trying to sort out an issue with an Adidas gift card for over a month now. 6 phone calls to their ‘customer service’ team. They all say they are sorry for what is happening and agree it needs to be fixed but all lip service and no actual resolution. The agents review the notes of the case, apologise and say they will escalate to the right team and for me to wait. Several days later i receive an email informing me my case is now auto closed. I call again and we repeat the process, 6 times and 1 month later i am down over £140 and no resolution! AVOID, AVOID, AVOID.

Ridiculous - bought shoes on the basis they'd be delivered Saturday. Royal mail tracking shows it's been all over the country and that they had a request to hold onto the item - but can't tell me why. Adidas sent me an email saying delivery was attempted when it's no where near me. Both customer services saying the same script and telling me what I can already see in their apps and avoiding responsibility. Adidas sent me a link to buy the shoes again and spend more money rather than give me my money back...

Stop buying big brands who simply don't need to care anymore

Poor customer service, they use Royal Mail who say they attempted a delivery, out CCTV shows no attempt was made and they would try and deliver the next day. No delivery next day and no updates. Complained to adidas for an update and said another attempt woukd be made within 4 days! This is 24 hour tracked delivery. They can’t issue a refund until the timescale is up. Don’t bother buying anything online from Adidas. Customer services don’t want to know

This has to be the worst company purchased 2 football tops said delivery by 7th November as of 7th November it still being prepared i chatted online on the 6th for whoever I chatted with to insist it was packed and ready to dispatch and I will get it today when I explained that was impossible as im an ex royal mail employee and unless sent special delivery it will not and its being sent track 48 as she gave me tracking number and it states they are still waiting for it even though website says still preparing terrible company terrible customer service

The Runfalcon 6 ATR (IH1829) shoes were very comfortable at first, and I was happy with that part. However, after some time of wearing them, the sole started to make a very annoying squeaking sound with every step. The problem is definitely not sweat or moisture; it is inside the sole itself – probably air bubbles in the foam that react to pressure and temperature. The shoes make this sound on absolutely all surfaces, even on carpet and grass. Great pity, because the design and comfort are good, but the constant squeaking makes them annoying to wear.

Parcel went missing. Customer service sent me around in circles with no result even though the case states resolved. I will not be using these again as I have not lost a lot of money and would encourage others to avoid

Sent my refund to gift card when I have email confirmation that it would be to the original payment method.

Custom service wouldn’t help at all! I have no use for a gift card I will be taking this matter further!

Avoid like the plague!

I’d like to praise Adidas customer service. I ordered a pair of black trainers online, but they didn’t fit me properly. I returned them, and the whole process was very smooth and straightforward. I was able to send them back by post and received my refund directly into my bank account. Thank you for the excellent service!

WILL NEVER ORDER FROM ADIDAS AGAIN.
Ordered some Adidas Duramo running shoes - they dispatched quickly but when they arrived they had sent me uK3 CHILDREN'S SHOES.

They refused to do anything before I took time out of my day to return the shoes back to them, I waited over 2 weeks for a refund which they only issues on a gift card.

Their chat support was TERRIBLE, The staff are incompetent. I had to chase this several times within 2 weeks and only then did I get a new gift card.

I had no choice but to reorder the shoes I wanted and guess what - THEY SENT ME THE WRONG SIZE.

Once again they told me that I HAD TO RETURN THEIR MISTAKE, I explained that this could go on and on and on in a loop and continue because they can't get their act together. I will NEVER BUY ADIDAS AGAIN NOW.

One of worst customer service and company to deal with. Just like waste their customers time. Placed order for shoe which never arrived. Dealing with thier service is even worse. Not sure I will ever buy from them going forward. Don't waste your time and money, buy from somewhere else.

Literally the worst online purchasing experience in 25 years of online shopping, awful delivery service, incompetent customer service, slow, inefficient, pitiful compensation offered, quite simply I will never use this website again

I have been a regular adidas customer for many years and spend a considerable amount of money on their products, including trainers, jackets, shorts, joggers and t-shirts. Unfortunately, my recent experiences with their returns process have been extremely disappointing.

On two separate occasions, I returned items through my local Post Office because they were not suitable. The first was a track jacket costing around £85 that was far too large and felt like a parachute on me. The second was a pair of joggers costing around £37 that were much too loose fitting. In both cases, I followed the correct returns process and sent the items back.

Despite this, adidas refused to issue refunds and simply cited "account activity" as the reason. To this day, I have never received a proper explanation of what that actually means. Even more frustrating was the contradictory information from customer service. One representative told me the returned items had been received, while another provided conflicting information. Nobody seemed able to give a clear or consistent answer.

As someone who works 5 to 6 days a week, I do not always have the time to visit physical stores. The whole purpose of online shopping is to order items, try them on at home, and return them if they do not fit properly. Customers cannot be expected to know whether clothing will fit perfectly before trying it on.

What disappointed me most was the way customer service handled the situation. Instead of investigating properly or providing a reasonable explanation, I felt repeatedly fobbed off with different responses and excuses. As a result, I have lost approximately £122 across these two returns.

Adidas makes great products, but my experience with their customer service and returns process has been unacceptable. Loyal customers deserve clear communication, fair treatment and transparency, especially when refunds are being refused. Based on my experience, I have lost confidence in adidas's customer service and would think carefully before ordering online again.

Rating: 1/5 - Good products, but a very poor customer service and returns experience.

Really poor experience with Adidas. Item's shipping information changed with no update and was almost impossible to get a refund. Eventually went through Facebook Messenger and was refunded. Will avoid them from now on.

ZERO STARS! UPDATE: 19th Oct 26: I still can't start my return, yet the Adidas website allows you to place orders! So they'll take your money but not return it! ... I have been trying to return some faulty trainers for 4 days. Adidas Customer Service say the customer has to do it online, problem is their website won't allow it. I've reported this countless times but keep being told the same; that there is an issue and they are working on it and to try again in 24 hours! You'd expect better from such a huge name!

Dreadful customer service - just painfully bad. Expected better from such an established company but they have zero interest in customer care/satisfaction.
Will not order again from them - would rather give my business to a company who value it.

Ordered trainers for my daughters birthday
A pokemon bloody football kit arrived.
Trainers out of stock.
This wasn't my problem, they are making it my problem, they wouldn't even arrange a collection so I had to spend my time returning it, 2 weeks on I'm still waiting for a refund, customer support and returns are a total farce

about 2 weeks ago (1st october 2026) I ordered some shoes with custom text on for my mom as a birthday present and thought everything was fine. had an email to say they'd be delivered sooner than expected and thought great, be here even sooner, but to my surprise they never did. the day they should've arrived comes (12th october 20206) and I get an email stating they couldn't be delivered and I would receive a full refund. after further investigation on my end found it was because the address couldn't be identified, due to a lack of house number. i repeatedly check throughout the week and still have received no refund so today (16th october 2026) i reach out via whatsapp, as there is no official email, to find out why i havent been refunded yet. im then greeted with an obvious AI assistant who in summary tells me that due to the item being custom made they will be resent out to me and that I need to contact the courier to correct the address. when asked why I wasn't contacted I was simply told that they "Do not have a system with reaching out to make address corrections"

this is unacceptable and very poor practice from a company as large as this and also feels like a way to avoid corrections. how do you not have a system for contacting customers with errors but have an email system or a customer support feature? or are they all just AI controlled so they don't have to do any work?

overall very poor experience and a serious change is needed