adidas United Kingdom Reviews 

My son has lost £40 purchasing an Adidas gift card. Adidas refuse to honour it.

if you think you might get somewhere after yiur first fail with them..... don't even bother trying to message Adidas UK on Facebook / Messenger, because they simply share a few small sympathetic words, then cut the conversation short and you have to start it all over again..... JUST DON'T PURCHASE ADIDAS GIFT CARDS! DON'T!!

My son bought me an Adidas gift card for Christmas for £40.

I called customer service to check the problem out when it wouldn’t work on the online Adidas UK shop.
They informed me it has £40 on it and to try again.
It still doesn’t work.

I initially spoke to Jessica on the phone and she emailed me so I could email her back.

I wrote 2 emails because if no response, but they won’t respond.

I drove 1 hour 10 minutes to the Adidas Cannock store today to use the gift card in store instead of online which seemed to be the issue.
The card would not work to pay for the items.

The store was very friendly and understanding.
I phoned customer services and spoke to Enoch while I was in store.
Enoch at customer services said the gift card has an expiry date and that they can not assist me.

Why did Jessica not inform me this? And in any case there should not be an expiry date, they had my sons cash for this piece of card. £40 of it!

He said he doesn’t know a Jessica in order to locate these emails and asked me for her last name on the email Adidas sent me, but she left no last name.

I asked to speak to his manager, but he said the manager will email me back within 3 days.

I asked for Enoch’s last name, but he declined to provide me with it.
I now see that his question asking for a last name for Jessica was just a tactical ploy to try and put me off, because he must know that none of them provide their last names.

So I have wasted half a day, the fuel cost of around 60 mikes in total and my son has lost the £40 he spent on me for a Christmas gift.

Thank you Adidas. I once thought well of the business, but your reputation is becoming quite tarnished. It’s been a bad day and I left the store without anything.

Poor service and £40 out of pocket.

My parcel was delivered to an unknown address. On contacting Adidas they informed me it had been delivered to the correct address. I asked them to investigate this. I have sinced chased them serveal times for an outcome. To which they said they need more time, then eventually that they could not reveal the outcome of the investigation but that I could order the item again and they had added it to my basket. THANKFULLY the person who received my parcel was honest, they came to my address and returned it. As Adidas were offered no reassurance or assistance whatsoever. I will not be ording from them again.

Horrendous customer service and misleading customers online via questionable sales tactics, which go against trading standards - have begun formal complaint and am being advised by no win no fee lawyers. Encourage others to do the same. Don't let them win just because they're a big company, they will bully customers into submission.

Ordered two pairs. Adidas use Royal Mail.
Received one pair in time. The other has been at the sorting office for over 8 days. Went onto their website
to find out what's happening. It says track the parcel....
I've done that all week. Cannot use the Adidas site to try and find anything out. Obviously theyve been lost by the ever reliable Royal Mail.
Used their Whatsapp....got a reply quickly.
Spent nearly an hour dealing with this....thankfully got a refund but was told I would get a voucher to replace the trainers. Went to order but the trainers are now £30 more plus the voucher offered was for £8.00!!
Why not just send a new pair OUT! Useless.
Going to send the first pair back and use Nike from now on.!!

Had the worst experience and customer service from a brand I’ve had for a really long time. Placed order after setting up an account. Arrived, clothes were good and was going to order more with the points accumulated from order. I had made a typo in the email address at point of ordering, despite being logged into my correct account so the points didnt allocate properly. Spoke to their online chat who was so inexperienced they were useless. Phoned up and spoke to someone who was much more helpful could see the issue and assured me the points would not be showing. Got off call and of course they weren’t. Whatsapped instead. Got directed to a specific email address which is where the worst of it happened. Spent a long time fully explaining situation, what previous advisors had said and gave all details needed. Every time I email a different person replies. Thy ask me questions, so I reply. But then someone new replies to my email and I have to start from scratch as they don’t seem to be able to read the history. Two people agreed to move the points but every time I reply to say go ahead someone new replies. It has been so frustrating and feels like it is a purposeful tactic to stop having to sort out issues or actually be fair and help. I love the products but this experience has really put me off the brand and I will not be shopping from their online shop until the situation is rectified out of principle. Such a shame as they would get a lot more sales if they could just be decent and helpful.

I have been waiting for a pair of trainers when the site said they were in stock. I’ve ordered then on the middle of march. They never arrived although Adidas was happy enough to lower the price of the same trainers that i still had on order and waiting. After a few debates with customer service, I cancelled the order. I’m still waiting for my money back, one an item never dispatched or received a month later!!!!
Horrendous lack of consideration do customers!!!

Made my last purchase from this brand.
They sent me a faulty item (poorly stitched)!
I’d packed the item for the gym so had nothing else to wear. I always cut my tags out of everything.
Messaged to advise that I had no choice but to wear my top with a hole in. Was advised to return it and then refused a refund!
Can’t get to speak to anyone who’s interested.
Poor, poor service!

I purchased two £50 Adidas gift cards through Groupon. Before expiry, I contacted customer service and was advised that the cards could still be used for their full value even after the promotion ended. I was not warned that they were about to expire.

Now the gift cards are expired and I was told Adidas cannot reactivate them and I should contact Groupon. Groupon has only offered a 20% off £50 code, which does not fairly resolve the issue.

This leaves me stuck between both parties with no proper solution. As an adiClub member, this is disappointing. I would appreciate Adidas reviewing this situation and assisting in reaching a fair resolutions

Update: Adidas has responded but advised me to contact Groupon, as they cannot reactivate expired gift cards. However, Groupon has refused to provide a fair resolution and only offered a 20% discount, which does not reflect the £100 value lost.

I am now being directed between both parties without any proper solution. This issue was caused by misleading advice given before expiry, not simply due to policy. I hope Adidas can review this case further.

Some orders have gone fine, however, one box arrived empty. I refused delivery and requested a refund. An email was sent confirming a refund would be processed. Realised after multiple emails to chase that I was talking to an AI that seemingly had not actioned a refund and forgot what prior communication with me there had been and what enquiries it had made, if any. It kept changing the conversation, and then, I received an email saying my case would be closed in two days. Wasted so much of my time. I then called a human customer service person and she sorted it in 5 minutes. Take note Management.

I ordered a pair of Spezial trainers and I received trainers that were a different colour and worn. I reached out to Adidas customer service shortly after opening my parcel, who advised me to return the trainers and sent me a link to repurchase which I did. After several weeks of waiting for the refund and chasing I was advised that they weren't refunding the item and that their decision was final. I have sent a complaint to the Adidas UHK Head Office, although not holding out a lot of hope given they have one of the worst Trustpilot ratings I've seen for such a prominent company - something is clearly not right. A very disappointed long and once loyal customer :(

I have ordered trainers from Adidas many times over the years but my experience with them this week has ended that.

I ordered trainers. Today, they delivered me a completely empty box.

I used their online customer support chat to try to resolve it. Their agent immediately cancelled my ordered and told me to reorder them. When I asked why can’t they just re-send them, he gave me a £4 voucher as compensation for the inconvenience. But when I went to re-order and applied the voucher code, it added an additional £3.99 delivery charge. So my “compensation” was one single penny.

I was just insulted at this point.

I tried to complain to them, no result. So I phoned their customer support number. They told me to re-order the shoes then phone them back after they’d been delivered to reclaim my £4.

I asked to make a formal complaint and got nowhere. So I emailed them a complaint and five minutes later I got an auto-reply saying “this email is no longer in use”!!! So I tried their WhatsApp address. They tried to get me to join their loyalty club!

So no shoes, no apology and no compensation.

I am just staggered by this absolutely shocking “customer service”. Nobody I spoke to gave a damn.

I ordered some shoes in the sale and when the day they were supposed to arrive came they never did. The next day I checked on the app and it still said they were going to be delivered the day before. I queried this and was told the item was out of stock. How could it be out of stock when I ordered it when it was in stock. I was then told they don’t know when they’ll get stock back in. They clearly took too many orders and didn’t have enough stock. Now the sale has ended and all I got was a £9 voucher. I’m greatly pissed off. Never ordering again.

Typed in my address in the “find my address” option. Chose the correct one with the correct number. Apparently their system erased the house number. Received emails saying what day it would be delivered up until the day. Then received an email saying undeliverable. Contacted customer service and saw what had happened. They said once it is delivered back to the warehouse there is nothing they can do. Now the items are out of stock.

Have waited 6 months for my shirt to be returned which has been taken by light fingered staff at the warehouse.

Adidas do not care that they have theft being carried out in their warehouses despite attempting to ‘settle’ six times.

An awful , awful company with zero customer service. There are far better sports outlets who put the customer first.
I would never buy from Adidas again!

Redeemed adiclub points for a voucher that turned out to be useless. Went round and round in circles with customer “service” WhatsApp chat who refused to resolve the situation, gave erroneous advice and would not revert the points redeemed. Absolutely terrible, avoid.

I’ve had a nightmare experience with Adidas lately. They cancelled my discounted order for UltraBoosts claiming they were "out of stock," only for the exact same shoes to reappear online at full price minutes later. When I re-ordered at the higher price just to actually get them, they shipped the package to a pickup point in a completely different part of the country!

When I contacted support, the agents were absolutely useless. Despite it being their own shipping error, they refuse to issue a refund or a replacement until the shoes are returned to their warehouse from the wrong location. To make matters worse, they are unwilling to change the refund method or price-match my original order—they expect me to pay the full price now because the discount has expired. This is a complete lack of common sense and easily the worst retail experience I’ve had. Unacceptable.

I've ordered a couple of times from the Adidas website, they use Royal Mail 48hr with tracking and my items have arrived on time.
I'm usually the same size in all of their trainers, this time a pair I ordered (Run 70s) came up slightly too small so I arranged a free exchange online. I was able to return via my local Post Office on the Monday, on the Saturday I received the replacement trainers in the next size up. All hassle free and very quick. I know some on here have complained about returns being rejected because items have been worn, all I did was try the trainers on indoors on carpet, they were put back in the correct Adidas shoe box, then I put this into a cardboard box I had at home as the original one Adidas sent them in had been put in our recycling. I will definitely order online from Adidas again.

Ordered tracksuit bottoms. Paid extra for next day delivery. Turns out they actually didn’t have the item in stock. Yet took my money and payment for next day delivery. When I contacted them, they said I had to wait two weeks. I can’t cancel order and they refused to give me a refund. Told me I had to wait two weeks even though they don’t have the item!

Poor service re a refund in conjunction with ASOS
The left hand doesn’t know what the right is doing. A systems error has left me £50 down and being ignored
Well Do e ADIDAS
Thanks for nothing

Placed an order in March 2026, given a delivery date. Item never arrived. Chased Adidas via their online chat and also on the phone. All staff in the call centre barely speak English and simply read off a script. They all robotically say the same speech. I have called 5 times now and have lost count of the times I have been on the online chat. Still no item, no refund and they wont cancel my order as it needs escalating to another team. I have made two formal complaints and was told a manager would call me same day to resolve, but no call. All staff at Adidas are liars and I cannot see how no one achieves anything there without consequences. Wont return my money, wont cancel the order, wont send me the item.