adidas United Kingdom Reviews 

I expected far better from a global brand like Adidas.

I contacted customer services regarding a delayed order and was met with some of the most confusing, contradictory and unprofessional support I've ever experienced.

During a single conversation I was told my item was completely out of stock and had to be cancelled, then told it was being restocked, then told my order had "passed a threshold". Throughout all of this, the item remained available to purchase on the Adidas website. No one could provide a consistent explanation.

The proposed solution was even worse. I was told to cancel my existing order and purchase the same item again at a higher price, with vague assurances that I'd receive the difference back later. Why should I have to pay more because Adidas failed to fulfil the order they accepted?

The communication itself was astonishingly unprofessional. Rather than communicating as representatives of a global company, the agents spoke as though they were messaging a friend. Comments such as "I feel you", "I really need you to listen to me" and "Look, I get you" are completely inappropriate when dealing with a formal customer complaint. Combined with poor grammar and constantly changing explanations, it left me with no confidence that anyone actually knew what was happening.

When I asked to speak to a supervisor via live chat, I was simply told one wasn't available. No meaningful escalation was offered, only the promise that someone would email me at some point in the future.

To make matters worse, when I contacted Adidas again the following morning, a different agent told me my order had never been cancelled at all and was simply awaiting a restock—completely contradicting everything I'd been told the day before.

This wasn't just a delayed order. It was a catalogue of misinformation, poor communication, contradictory advice and a complete lack of ownership. As a customer, I was expected to accept conflicting explanations, pay more money upfront to rectify Adidas' mistake, and simply trust that it would all work out.

If this is the standard of customer service Adidas now considers acceptable, it is a serious reflection on the company. I won't hesitate to think twice before ordering from Adidas again.

I ordered a personalised T-shirt, and unfortunately, my experience was very disappointing.

The issues began when my order did not arrive by the expected delivery date. I had not received any emails informing me of a delay or providing an update, so I contacted customer service to find out what had happened. I was told there was a delay due to problems with personalised products. When I asked how long the delay would be, I was informed that they were unable to provide an estimated timeframe. However, I was advised to call back in a couple of days if I had not received an update by email, as they expected to have more information by then.

Instead of receiving an update, I was sent an email informing me that my order had been cancelled.

The only positive aspect of my experience was the customer service representative I spoke with, who was polite, friendly, and professional throughout the call.

Overall, the lack of communication and the eventual cancellation of my order without any meaningful updates made this a very frustrating experience. Unfortunately, I cannot recommend this service based on my experience.

A total waste of time and was lied to. Ordered some items in the sale, 2 items never arrived. Chased this up two days ago as Royal Mail tracking said they were awaiting the parcel. This morning I wake up to a message saying I’ve been refunded and both items are now out of stock. Furious, I called customer services and explained I never requested a refund and wanted to know what happened. The advisor said that Royal Mail couldn’t find my address! A total lie. I was watching the tracking, it was never dispatched by adidas. I asked to speak to a manager and after 18 minutes on hold was told one wasn’t available for 1-2 hours. During the waiting period the advisor came back to me telling me I was refunded. The whole point of the call!! He then said I could reorder. I exploded he knew at the start of the call it was sale items I had purchased and I said he should have checked the stock level before giving me this advise as both items are now out of stock. Absolutely awful and won’t buy again. I was a Nike girl anyway and this just confirmed stick with what you know!

Poor, poor, poor, poor, poor! Abysmal company, atrocious customer service.

As soon as you purchase their product they can't be bothered to have it delivered to you. You'll be lucky to get a "we're looking into your delivery situation" from them, which is obviously just a ruse.

Buying from them is like flashing your money down the drain.

If you send a message on their whatsapp platform, they seldom respond and if they do, their response is, "we are in control" like one agent said to me after i had complained that my parcel had missed its scheduled delivery date by 6 days!

Scammers!

I give a star so I can share this negative experience with this brand. Their policy is a joke; don’t bother buying trainers because they are poor quality and very uncomfortable to wear. I have bought many trainers, and the expectations are low compared to other brands. I wanted to return a pair of trainers and contacted them via telephone, and the agent told me that I could return them and that the claim would be processed. I tracked my return, and it said a refund would be processed. However, the courier knocked on my door, and I found that they had returned those trainers that I had returned previously. Don’t bother spending a penny on Adidas because there is always disappointment. I highly recommend Nike!

An item I ordered wasn’t available and therefore I cancelled it. This has never been refunded and despite me chasing n several times via chat and email their customer service is absolutely incapable of issuing the refund. Won’t order from them again

Exactly as others have described. Bogus stock levels, fictional dispatch and delivery dates. Dreadful customer support who feed you a pack of lies. I even escalated things and the respondent just gave me a stock fob off answer not even checking my order status. First and definitely last order.

Shoes arrived with logos damaged was prepared to keep them for a small partial refund. After a lengthy online conversation was offered some credit only if i spent the same amount of the credit on my next purchase, so items double the price of the credit. I agreed and they sent me a discount code which wouldn't apply after several attempts. After more conversation still no joy...a total waste of time

Absolutely terrible experience with adidas UK customer service. They cancelled my original order due to a stock error and refunded the £188 to a gift card. When I complained, their chat agent explicitly promised me that the item was "100% available" and would deliver in 2–3 business days.

Relying on this, I used the voucher to place a reorder. Within days, they cancelled this second order as well for being out of stock. They refuse to issue a manual bank/cash refund, locking my £188 on an unusable gift card right. One of their representatives even admitted in writing that their service "completely failed to deliver" and that "receiving a gift card refund is entirely useless to you under these circumstances."

Yet they still hide behind automated system limitations and refuse to send my cash back. Misleading bait-and-switch stock practices and zero regard for the Consumer Rights Act 2015.
Absolute scam.

Awful experience, false delivery information given, customer service have no idea, manager call backs are promised but don’t happen. The products are great but weirdly it’s far better to get them from anybody other than the actual manufacturer. Can’t image Nike, Puma, Under Armour would allow this customer experience with their brand. AVOID

I’ve been fighting with them since February 2026 to get a refund for a pair of damaged shoes. They keep emailing me asking for my bank details; I’ve sent them multiple times, but they’ve done nothing about it. Eventually, I just asked them to return the shoes to me. Now I have neither the shoes nor the money. They are scammers. Poor quality, expensive, and on top of that, they try to rip you off.

Placed an order for two football shirts for my family. After a week and no communications to inform me the items would be late chased customer services who just lazily gave me the standard 14 days to wait and then your order will be cancelled if not available in stock! This is appallingly bad, amateur and leaves the customer without product and £43 out of pocket having to shop elsewhere who do ironically have the items in stock! This is the second time I have experienced this kind of treatment with adidas. Perhaps they should review and action feedback and fix their order system! Woeful

Bought an item, redeemed Adipoints for a £5 voucher towards the total cost. Next day, Adidas cancelled the order, and provided a £4 code to say sorry. Item came back in stock a day later, tried to reorder but £4 code invalid on this item. So now expected to pay £5 more for same item literally a day later. Tried to resolve via Chat, utterly useless. Gave up. Adidas refuse to give back Adipoints, even if it's them who cancel the order!

Poor quality control and misleading descriptions
​I expected premium quality buying directly from Adidas, but these trainers arrived with multiple factory imperfections, including scuffs on the leather upper and rough glue marks everywhere. To make matters worse, the description implies a proper leather inside, but it's actually a cheap fabric mesh with just a half-measure leather strip under the heel. Customer service was unhelpful and refused a simple partial refund, forcing a full return process instead. Very disappointed.

I wanted to buy my son a particular kit for his birthday on the 15th July. When ordering I paid premium delivery to ensure it would turn up on time.

Delivery date was supposed to be today, checked the order on the website and it’s either coming up with an error or my delivery date has been moved back to the date I ordered the item (8th July)

When speaking with a customer advisor about this over the online chat function the advisor immediately deleted the transcript as soon as I mentioned leaving a bad review and ended the chat function.

I have now paid out money for a kit and premium deliver with no idea of when I will receive my order.

What I find disgusting about companies like Adidas is that they are so concerned about people buying non authentic kits from places like D H Gate yet it would appear that given this transaction I would have had less hassle buying from somewhere like this.

AUK9BP50927

Placed order - got notice from Royal Mail they could not find my address as Adidas had not provided my street no to them - and they they had returned - looked at Royal Mail tracker - absolutely true.

Phone Adidas - whats going on .... and they dont know cant trace the order, then maybe they can but I need 4 - 6 business days, cant go through to managers because managers live in meetings (according to Sara and Clyde) all day long.

Two calls in I wasn't having this level of "service" - logged a visa dispute, money instantly back in my account.

Job done.

Never bought Adidas before and never will again.

Adidas Pro Evo 3 marketing wasting my time. The marketing team at Adidas seems rather childish with the constant lucky dips to get a pair of these shoes... I had the money, I would pay more, I just wanted a set of these, but no months of messing around trying to be chosen in a draw... In the end I went looking elsewhere and there are 110g shoes around now I am trying and will forget buying these, have deleted my Adidas app which was just sending me spam and will never be back... first experience with Adidas as was a life long Nike customer, and just have them down as a bunch of time wasters now.

Ordered multiple items and 1 item has not been dispatched. Over 2 months have passed.

I have been on chat, who multiple times tell me they will provide a refund which never happens
The email customer service says they cannot give a refund and I have to wait for the order but can't provide a delivery date

Order number AUK9BP55555

Item - The Total Weightlifting Shoe size 10

Order placed Tuesday 30/June/26

Discovered that my delivery was delayed when I tracked my order 3/July/2026. No notification to say it was delayed. I needed the item before 4/July/2026.

Customer Service via WhatsApp and Messenger were so unhelpful and did not answer my questions straightforwardly. All I wanted to know was when the item would be delivered, why it was delayed, and when a refund would be sent. They avoided all my questions.

They kept saying that it takes 10 days for them to deliver for click and collect but this is not mentioned at the point of sale nor on the website. In fact, the website says up to 4/5 days. They give no specific details, even averages they don't give upfront, I had to keep badgering them.

The items will be of no use to me when they arrive. Then I have to wait a further few days before it's sent back to the warehouse, and then they'll issue a refund.

I finally called so I could speak to someone instead of speaking to a possible AI on WhatsApp and Messenger. The person said that the delivery was supposed to have been made on 1/July/2026. They also said that, had I contacted before the delay/ shipping from the warehouse, I could have got the refund. AGAIN, I wasn't informed of the delay or updated about where the items were. The person also said that the 10 days wait did not include the delay, so that means I have to allow for more than 10 days! THE GOAL POST KEEPS MOVING!

Apparently there are so many there's no communication internally and barely communication with the customer.

I'll admit that my purchase was £55 down from £100. I assume, then, that reduced prices come with reduced customer services.