Adidas review: Customer order-not shipped-not delivered-not refunded

I'm a bit frustrated with Adidas customer service. I have been trying to buy a pair of shoes since 02/21/2024 and have not had luck receiving my merchandise. To be fair, the order placed on 02/21 was somehow lost by FedEx. I called Adidas customer support and had a wonderful experience. They reached out to FedEx because it had been a couple of weeks since my order was placed. A person called me back, issued a refund, and gave me 15% for my troubles. I was so happy to go back and purchase my shoes again. We are a military family, so we used our military discount instead of the coupon I was given.

This time, I ordered three pairs of shoes and a set of socks. I was stoked about the level of service. Well, a few days later, I received a delivery. I was so excited, and after waiting a few weeks, I came home to find that only one pair of shoes had been delivered. The box was traditional shoebox size. I called Adidas the next day to see if the orders were split. I explained that I had already gone on the FedEx website, and my ring camera matched the box size description on the order, and that is what they delivered. A single pair of shoes. FedEx shows the dimensions and weight of the box. Everything matches, OK... I'm almost a month out, and my daughter has her shoes, but I still don't have my or my husband's shoes or socks. And no one will refund or ship my merchandise. I'm so disappointed. No money back to re-order once again (if I don't just give up on Adidas), and I have no order.

Back to the story... It's another week after I created the claim, and I called to follow up. The customer service agent basically said, in a professional way... sorry, you have to give it 14 days. Adidas. Why? Why am I penalized if you can see that I never shipped my merchandise? Is it an internal issue between your warehouse and FedEx? Why am I out over $200 on an order til you decide if it's your fault or a FedEx fault?

You can see clearly that the order was never sent to me. What if I had to have the shoes in a timely manner, or what if that's all the money I had for shoes? Now, I can't even place an order for new shoes because you are holding my payment and will not reship the shoes and socks.

I was switching my gear and my family's gear to Adidas, and this interaction has left me questioning future loyalty. Why is this a best practice? Is customer service really at the heart of this process? I'm just one person, but I can't be the only one who is having to deal with this type of issue with no one being able to help.