I won't be buying adidas EVER again

I don't support LGBTQ or any stores that support them

Not at all

This is my expirence with Adidas Malaysia, the horror story is still ongoing, and none of my emails so far replied by Adidas AG or Malaysia.

In terms of sports brands, I can quite honestly say that Adidas has always been one of my "go to' companies both in terms of sports and lifestyle products, this has also filtered down to my wife and kids who also promote the 3 stripes. Therefore, it really saddens me that I have to contact/write to you under such negative circumstances.

Just a quick background to the complaint:

After 3 years of lockdown in Malaysia, I planned to go back to the UK for Christmas in mid December 2022, therefore I decided to purchase some winter boots for the trip back home (Not much call for winter boots in Malaysia). I came across the Adidas Pharrell Williams Terrex Free Hiker COLD.RDY on the Adidas Malaysia Website for RM 719.40 reduced from RM 1,199.00 (Approx 160 Euros). I placed the online order on the 27th May 2022 (Order No. AMY*******) and the boots arrived approximately the 1st week of June 2022.

Upon delivery, I tried on the boots (which fitted well) then put them away for my trip to the UK in December. Please note that the boots were not worn until the trip to London in December. Upon arriving in London, I wore the boots for 4 days until I noticed that the outsoles at the rear of the boots were starting to peel away from the midsole. I was amazed that this could happen after only ever wearing the boots for 4 days and not only that but just for walking around the city (not even on a Hike). I therefore spent the remaining 2 weeks walking around in freezing temperatures in a pair of running shoes that I had brought with me.

I decided to contact Adidas Malaysia upon returning from the UK to highlight the issue that had occured and I contacted them through their live-chat through the APP on the 3rd January 2023. I spoke to someone called KevinB and was told that I could not return the product as it was past 30 days. I explained that it was not a normal return but it was a product defect/warranty issue. KevinB basically said that I needed to provide the photos of the defect and the order number and he will send the information to his QC department. He pointed out however that they would most likely reject the claim as it was beyond the warranty period and, most likely, my fault for incorrectly storing my shoes (I wonder how long they had been sitting in a hot warehouse in Malaysia?). This was a total insult as I store all my lifestyle shoes in a cool room inside my house along with many other shoes I collect such as; Ultraboost 19,20,22, Adidas 4D various types, Yeezy, Jordans, Gucci just to name a few. Around 90% of my shoes were older than the 6 month old Terrex Hiking Boots. I was informed that the decision would be made within 5 to 10 days.

I agreed to send the photos and details to the email address provided and immediately sent the email to the Adidas team a short while after our initial conversation. This is when the nightmare started.

3rd January 2023 - Reply from Adidas by email
- Received a reply from someone called Aman asking for additional information (Photo of the security tag/label and the order number). I am not sure why they needed the order number again but I supplied the information the same day at 10.11pm.

10th January 2023 - Follow-up Email by Customer
- As I had not heard back from Adidas, I sent a follow-up email to ask if any progress had been made on my case.

10th January 2023 - Reply from Adidas by email
- I received a communication from someone called Luv (Strange name), they stated they could not find the product (whatever that means) and I must send them photos, order number etc. basically all the info i had already sent.

10th January 2023 - email by Customer
- I frustratingly sent all the information again to Adidas Malaysia as requested.

11th January 2023 - email by Customer
- I sent Adidas an email asking them to confirm that they had received the information that i had sent to them on the 10th January as I had a bad feeling that the Customer Service Department was disorganised. (Note they never responded back)

17th January 2023 - email by Customer
- I sent another email to Adidas asking for a case update.

17th January 2023 - Reply from Adidas by email
- Another person called Kavitha sent me an email update.
- Stated that they were very sorry for the delay and as an exception would like to offer a voucher worth 30% off my next purchase - there was no mention of whether my warranty claim was resolved or any update on the findings. It was all very vague.

18th January 2023 - email by Customer
- I acknowledged Kavitha's email and thanked her for the discount gesture for the long wait, however I looked forward more to their decision on my warranty claim and the outcome.

30th January 2023 - Live Chat by Customer
- I contacted Adidas Malaysia through the live chat function again as I had no further reply through email.
- I was then contacted by yet another customer service rep called Rishabh
- I was then informed that no return or exchange can be done, however I can have 30% off of my next purchase.
- I found this insulting and informed him that I would not purchase any more Adidas products and then requested him to provide me with the Adidas Malaysia Managing Directors name and email address.
- I stipulated that if this information is not provided I would take this matter to a legal tribunal.
- I received no reply from the customer service officer.
- As I was busy with work and furious, I decided to contact them again the next day.

31st January 2023 - Live chat by Customer
- I contacted Adidas live chat again asking for the email address of the Managing Director of Adidas Malaysia/Asia Pacific.
- I then got a previous customer service rep (Kavitha) who obviously could not recall the complaint.
- I got the usual (I completely understand your concern and apologies etc.) then was told that she can place a request for product return and i can return the product and place a new order HOORAYYYY at last (or so i thought).
- She then said can you confirm that you are looking to return the order below (AMY*******), I confirmed the data.
- She then stated that unfortunately they cannot process my return as the timeframe has passed.
- I was totally shocked and my blood pressure was about to explode! I then demanded for the Managing Director's contact details again as I could no longer put up with this.
- The staff seemed petrified to escalate any case to Adidas management and just blanked my request for contact details!
- I was then basically told that she would escalate this case to the relevant team/managers and to wait for an update by email.
- I stated I would give them one last chance but want them to reply by email so i can inform their management how badly this had been handled and provide the chronology.
- She thanked me for my understanding and asked for me to allow some time.

14th February 2023 - Live Chat by Customer
- I had been in the USA for business for a week (With no Winter Boots) and upon returning back to Malaysia, checked if there had been any reply from Adidas. Guess what, no response in 2 weeks.
- Even more of a surprise when I contacted Live Chat again, I was attended to by another complaint agent (Priyanka), as usual I had to go through all the case explanations etc. etc.
- As usual the normal (I understand your concern blaa blaa)
- I was told "I kindly request you to wait for sometime" you will be contacted by email. I found the tone to be extremely rude and unprofessional.

18th February 2023 - Link received through SMS to take part in a Customer Satisfaction Survey
- Can you believe that Adidas Malaysia then sent me a CSI/NPS Survey!
- I scored them 0 and commented how poor the service was
- I never received a response.

25th February 2023 - Another Link through SMS to take part in a Customer Satisfaction Survey.
- Can you believe another CSI/NPS survey was sent! What a shambles!
- Again i scored a 0 and commented how poor the service was
- I never received a response

To this very day I am still awaiting the email from Adidas Malaysia. I work for a Premium and World Renowned German Company, part of my job is also interacting with customers/complaints etc. I would never in my life treat a customer this poorly. Even if a product is out of warranty, there is always a technical and a commercial decision to look at, I have the responsibility to assess and provide a customer goodwill if justified. We keep our customers mainly for life even if it means we have to invest in them from time to time. With the sudden departure of the Yeezy Brand, I would imagine it is in Adidas's interest to retain its customers, not treat them like dirt and lose them to its competitors.

My observations I would like to point out to you in general:-
1) There seems actually no intention of solving this issue (Just hoping the problem will go away by keeping quiet)
2) Does anyone actually read your CSI Surveys or do any kind of follow-up based upon the feedback to improve processes, address issues? In my job we read comments and follow-up.
3) I have been attended by 6 different staff members all within the Adidas Customer Relations Department/Call Centre. None have a real understanding or interest or show empathy. They hide behind poor company policy and scripted text.
4) How many times do I have to keep providing the same information over and over again?Is there a proper case management system?
5) Adidas management sits behind a wall of call centre representatives, when you ask for their senior management's contact details or the case to be escalated they simply ignore you and divert the question/request.

Please look at your competitors, I have dealt with Nike Malaysia and I can honestly say they were brilliant, customer centric and have fantastic consumer policies. If you buy on-line they provide you with a 2 years product warranty. I returned a 1.5 year old pair of Invincible running shoes as the mid-sole had started to detach from the upper (after around 400km of running). They issued a full refund within the week and collected the old shoes directly from my house by car at no cost (Customer Centric Policies that retain people in the brand).

The worst thing about this whole case is that I actually love Adidas products I currently own; Adidas Prime Strung, Adios 6, SL20, Adidas Pro 1, Yeezy 350.380,700, Adidas Ultraboost (many variants), 4D variants not to mention all the running/lifestyle clothes etc. My kids are also Adidas fans as previously mentioned. I have spent a fortune with your company both online and within the stores.

I hate to say this but I will not buy any further Adidas products unless this case is settled in an amicable manner. I am requesting either a full refund or store credit amounting to 100% of the cost I have incurred. I am not trying my luck, I genuinely have only worn these boots for 4 days walking around London. I can easily afford to chuck them in the rubbish bin or buy some superglue and stick the outsole back on (But it is the principle now). I was recently looking to purchase the Adios Pro 3 but decided to purchase the Saucony Pro 3 instead just out of principle.

I hope your company can look at this case and do the right thing, do not lose a long term customer, an Adidas fan because of policy. FYI this is the longest complaint i have ever written so hopefully it goes to show how frustrated and passionate about this i really am.

If you require any further information regarding my case, I can provide the emails, Live Chat Screenshots, Photos of the defect (Even photos of all my current Adidas products/Shoe Collections).

Again, I thank you for your time.

Yours Faithfully

Andrew Collier

3 stars for the 3 stripes

Amazing delivery times, excellent packaging, and INCREDIBLE customer service.
I am so impressed.

Great soccer things I use it a lot

Since i was akid. I loved wearing adidas! The best!

Costumer service sucks if you try to return something.