Had an issue with Adidas? Get a real response.
Adidas provides Australians with shoes, clothing, and sportswear, and has become worldwide famous for its stylish streetwear. Aussies can contact Adidas by phone, live chat, email or in-app, or can visit one of the many Adidas stores around the country in person to lodge a complaint. Outside of an in-store visit, phone or live chat options are typically the quickest options for resolving complaints.
Adidas' complaints process typically resolves complaints within at least 30 days, but many issues can be solved sooner. Common issues that customers bring up to Adidas include delays in returns or refunds, delivery issues with misplaced or delayed parcels, and problems receiving warranty coverage for faulty products.
If Adidas is unable to solve your complaint after initial contact, you have options to escalate your issue. Customers can request their complaint be taken to a senior team member or management, or can seek advice from their local State or Territory Fair Trading organisation.
For a smoother process, ensure you provide Adidas with your receipt and as many details as possible regarding your issues (eg. providing photos of a fault or defect). Keeping note of reference numbers and names can help speed up the process when following up or escalating to higher management.
How to submit a complaint with Adidas
You can lodge a complaint by contacting Adidas Australia through multiple channels:
- Phone: Call 02 7256 9046 (Mon–Fri 8am–6pm AEST, Sat 8am–5pm AEST) to speak with a support representative who can log and start resolving your complaint immediately.
- Live Chat: Access via adidas.com.au during business hours for real-time help.
- Email: Send to service@onlineshop.adidas.com.au with your order number, contact details, and a clear description of the issue.
- App & Social Media: Use the Adidas app or message via Facebook Messenger (this is helpful for quick updates, but is less formal than phone or email).
- In-store: Visit an Adidas retail store for product-related issues. Staff can often assist with simple problems or guide you through the complaint process.
Once received, your complaint is assigned to a customer service team member:
- Acknowledgment: They'll provide a case reference and confirmation of receipt.
- Investigation: Support may request extra information (e.g., photos of faulty products).
- Response Timeframe: Adidas aims to respond within 30 days, but often resolves refunds or replacements sooner.
- Updates: You’ll receive progress updates via email or phone.
- Resolution: Depending on the issue, Adidas may provide a refund, replacement, repair, or another solution.
Keep a note of your case number so you can reference it in any follow-up calls or emails.
Common complaints against Adidas
- Delayed or cancelled orders – Orders will sometimes be stuck “in progress” or cancelled due to stock shortages.
- Refund and return delays – Refunds taking longer than the promised 28 days after Adidas receives your return.
- Slow customer service responses – Delayed replies via email or long hold times.
- Delivery problems – Late deliveries, missing tracking updates, or misplaced parcels.
- Product quality & warranty disputes – Difficulty getting remedies for defective products, especially outside 30 days.
Adidas complaints submitted through Ajust
It took weeks trying to get Adidas to sort out my refund after returning shoes. Every email went in circles and when I finally tried to lodge a complaint, it just went back to the same person I’d already been speaking to. There’s clearly no proper complaints process at all. - David
I ordered the wrong size and returned my shoes right away, but months later the refund still hasn’t landed. It’s exhausting chasing updates with no clear response. I just wanted someone to take responsibility and resolve it. - Mostakim
I bought a football from Adidas and they sent the wrong product, then made me return it before they’d even consider a refund. Their mistake, yet I’m the one doing all the work to fix it. That doesn’t feel fair. - Weizhi
After returning a Real Madrid jersey that didn’t fit, I waited months for my money back and kept getting nowhere with customer service. It’s frustrating that such a big brand can ignore a simple complaint like this. - Ahmed
How other consumers Adidas complaints got resolved
Delayed refund after cancellation: A customer waited over two months for a refund. They persisted, citing Adidas’ 28-day policy, which led to a resolution.
Shipping delay fixed via PayPal dispute: A buyer opened a PayPal case after a week of shipping delays. Adidas addressed the issue by dispatching the order within hours and issuing an additional 15% voucher.
In-store replacement for faulty shoes: A customer received an immediate exchange after showing a defect to store staff.
- Request a manager: Ask phone or chat agents to escalate your case to a senior team member.
- Write to head office: Address - Adidas Australia Pty Ltd, Level 6, 65 Dover Street, Cremorne, VIC 3121.
- Switch channels: If email is too slow, try using live chat or phoning support with your case number.
- In-store escalation: Speak to the store manager for retail purchases or to verify product defects.
- Document everything: Keep a record of names, dates, and promises for a stronger follow-up.
- State Fair Trading/Consumer Affairs: Free mediation if standard channels fail. (Eg. NSW Fair Trading, Consumer Affairs Victoria)
- ACCC: Report systemic breaches of Australian Consumer Law via accc.gov.au.
- Small claims tribunal: NCAT (NSW), VCAT (VIC) for unresolved monetary disputes.
- Help & Contact: Adidas Australia Help Centre
- Phone: (+61) 02 7256 9046 (Mon–Fri 8am–6pm, Sat 8am–5pm AEST)
- Email: service@onlineshop.adidas.com.au
- Returns & Refunds Policy: Returns information
- Head Office: Level 6, 65 Dover Street, Cremorne, VIC 3121
Adidas Complaints FAQs
How can I submit a complaint to Adidas Australia effectively?
You can submit an Adidas complaint via phone, email, live chat, or in-store. Phone or chat usually gives the fastest results. Include your order number, clear details, and photos (if relevant). For serious issues, escalate through a manager or write to Adidas Head Office in Cremorne, VIC.
What should I expect after I lodge a complaint with Adidas?
After submission, Adidas assigns your case to a customer service team member who confirms receipt and provides a case reference. Expect a formal response within 30 days, with updates by email or phone. Refunds or replacements are often resolved faster if you provide all details up front.
How can I escalate my Adidas complaint if I’m not getting a response?
If progress stalls, request a manager, switch to live chat or phone, and reference your case number. For unresolved issues, contact your state's Fair Trading body or the ACCC for mediation. Document every name, date, and promise, as this strengthens your case if you need to escalate formally.
What are the most common Adidas complaint issues in Australia?
Frequent Adidas complaints include delayed orders, refund delays, slow support responses, and product quality disputes. Many consumers report resolution by persistence or switching channels. Citing Adidas’ 28-day refund policy and following up with your case number can speed up results.
You’ve done your part, now it’s time to hold Adidas accountable.
Take the final step and submit a complaint that gets seen and responded to.