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adidas customer service after the split with Taylormade is abysmal.


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#1 evanseze

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Posted 04 February 2018 - 10:29 PM

Title pretty much says it all.  Customer service prior to the split was fantastic regarding the golf shoes......it astounds me at how bad it has become after the split.  Like many people on this site, I love adidas golf shoes, however they seemed to have some ongoing issues with abnormal heel wear on their Tour 360 golf shoes that had cloth liners.  Prior to the split, I had one pair replaced with no issues whatsoever as I had purchased 2 pairs of the Tour 360 at Golfsmith in June 2016 and after about 6-10 rounds of golf for each shoe, the heels were wearing thru on both pair.  I swapped out 1 pair over the phone and it was a seamless transaction (traded up to the TP model....fantastic shoe btw). Based on the advice of the rep, I decided to wait until the new Tour 360 was released as they were going to a leather internal heel liner.  I am now regretting that decision as I had no idea how bad the customer service would become once the split took place.  Since contacting Adidas I have gotten the biggest runaround I have ever experienced with a major retailer.....especially when a product is still within the 2 year warranty period. After multiple phone calls the best resolution that has been provided by Adidas is to go to a Dicks and try to get them to warranty the shoes. The other option is that I can buy a new pair at a discount ($90 for the new Tour 360).  The problem with DSG is the closest store is nearly 2 hours away, and the manager at DSG still has not said whether or not they will help me out with these shoes.  Thing is, I shouldn't be relying on Dick's Sporting Goods to warranty these shoes as I feel Adidas is doing a terrible job standing behind the warranty on a $230 pair of golf shoes.  I know there are a lot of other people having this same issue, hopefully you are having better luck than I am with Adidas since the split from TaylorMade.  

Adidas, if you are reading this, you really really need to work on your customer service.

Edited by evanseze, 05 February 2018 - 07:25 PM.

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#2 johnnyscarps007

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Posted 04 February 2018 - 10:52 PM

Going through something similar now. Have a pair of last years model 360 boosts. Have started to notice the heel wear I have read about so I submitted an inquiry on the website. After not hearing anything for a week I gave customer service a call and she said that she couldnít do anything and I had to submit an online request. So I submitted another one and didnít hear any response, only a survey asking me how was the service I received. Seems ridiculous that the phone support couldnít be of assistance. Not sure what to do at this point other than try to get a different person on the phone.
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#3 vernon

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Posted 05 February 2018 - 08:34 AM

Same here.  I had a pair of the Adipower S Boost 3 that had been worn maybe half a dozen times when the upper began to crack and split towards the front of both sides of both shoes.

I called and was told to submit an online warranty request which I did.  Included six photo attachments of both shoes as well as a detailed explanation of the problem.  I also mentioned that I owned two other pair of this exact shoe that were over a year old and had not experienced any similar issues.

I immediately received the generic computer generated response that my email had been received and that someone would contact me as soon as possible.  However, they were "experiencing higher than normal contact volumes" so please be patient.

A little over two weeks later I received the following:

Thank you for your e-mail and interest in adidas.com!

It’s our goal to service you, and in order to better assist you, we require additional information. At your convenience, please provide additional details clarifying your request either by responding to this email or by contacting our customer service department via phone, at 1-800-982-9337.Our friendly customer service advisors will then assist you further. We are open 8AM-11PM EST, 7 days a week.

We appreciate your patience and understanding in this matter.


Well, I kind of figured I'd probably never hear back from them (which has happened twice before) so I had already emailed Zappos and explained the issue to them (no pics just a message) and within twenty minutes received a response stating they were sorry to hear about the problem and that they would be happy to exchange the shoes or refund the purchase price - my choice.

I decided to just take the refund and they provided me with a return shipping label and credited my credit card immediately upon receipt of the returned shoes less than 48 hours later.

Kind of like I would have hoped the actual manufacturer of the product might have done.

Thinking about going back to Nike and am going to give the new Puma line a good look.  

Customer service matters.

A lot.

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#4 Swisstrader98

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Posted 05 February 2018 - 08:58 AM

Sad to hear. Best golf shoe I have ever owned. Just won’t wear out and beyond comfortable.

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#5 brkuck

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Posted 05 February 2018 - 03:12 PM

Sad to hear because Adidias used to always take care of the customer.  I moved to Puma about 2 years ago after having quality issues with Adidas and havent looked back.


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#6 cliffhanger

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Posted 05 February 2018 - 03:35 PM

I have since moved on from Adidas to Footjoy for a similar reason. I have basically tried all manufactures over the years and not really been loyal to anyone. I thought I found the perfect shoe with Adidas until problems started to arise. I really donít think their customer service is as bad as their quality control. Maybe just canít keep up with the amount of issues being brought to them.
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#7 evanseze

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Posted 05 February 2018 - 03:51 PM

I just got an email from their customer service (I use that term loosely) department asking me to mail the defective show back to them and write the RA # on the outside of the box.......problem is, they have never sent me an RA #.  On top of that, the email says it could take up to 3-4 weeks once they receive my defective shoes before they get back with me......due to the fact that I no longer have the receipt, I am looking at only getting a credit for half of the MSRP....even though the shoes have a 2 year warranty....and it hasn't been 2 years since they were originally released.  I am hoping Dick's can do something since they took over Golfsmith (this is where they were originally purchased).  

I really like Adidas golf shoes, and regrettably due to this issue, I will more than likely be moving on to a different brand.  It really is too bad as I was really starting to like their clothing line as well.  I used to be a big Nike fan, but they have gotten a bit too funky with some of their designs.  

Sorry to hear you guys are having some of the same issues I am.
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#8 johnnyscarps007

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Posted 05 February 2018 - 03:51 PM

Even with their abysmal customer service, I still do love the looks of their shoes along with how they fit my foot. I called again today and the customer service rep couldnít be of any assistance because she said it had to go to the corporate resolutions department. She told me I could send pictures of the issue directly to her and she would forward it to them. She proceeded to give me the generic customer service email. Crossing my fingers I can atleast get a response.
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#9 vernon

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Posted 05 February 2018 - 04:02 PM

View Postevanseze, on 05 February 2018 - 03:51 PM, said:

I just got an email from their customer service (I use that term loosely) department asking me to mail the defective show back to them and write the RA # on the outside of the box.......problem is, they have never sent me an RA #.  On top of that, the email says it could take up to 3-4 weeks once they receive my defective shoes before they get back with me......due to the fact that I no longer have the receipt, I am looking at only getting a credit for half of the MSRP....even though the shoes have a 2 year warranty....and it hasn't been 2 years since they were originally released.  I am hoping Dick's can do something since they took over Golfsmith (this is where they were originally purchased).  

I really like Adidas golf shoes, and regrettably due to this issue, I will more than likely be moving on to a different brand.  It really is too bad as I was really starting to like their clothing line as well.  I used to be a big Nike fan, but they have gotten a bit too funky with some of their designs.  

Sorry to hear you guys are having some of the same issues I am.
I don't know if they still do this but there used to be a number on a sewn in tag on the bottom side of the tongue that they used to verify the age of the shoe for warranty purposes.  Granted, the number is related to the date of manufacture and won't help to identify date of purchase but is still pertinent it would confirm that the shoe is still under warranty.

As for the 3 - 4 weeks, that's putting it mildly.  The one time that I actually stuck it out with their customer service on a warranty return it was EIGHT full weeks before I received email confirmation of my refund and another couple of weeks before it actually posted to my credit card.

Of course that was probably due to the fact that each of the two times I called to check on the credit they could find no record of the claim and had to start the entire process over.

At least they were friendly and apologetic about it.

What's really unbelievable is that I was stupid enough to continue buying their golf shoes.  Too bad too - I always used to really like their stuff but I'm done now.

Best of luck.

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#10 GoIrish17

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Posted 05 February 2018 - 04:11 PM

It's astounding to me the number of people that will deal with issues like this solely through playing email tag rather than calling and speaking to someone.

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#11 evanseze

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Posted 05 February 2018 - 07:25 PM

View PostGoIrish17, on 05 February 2018 - 04:11 PM, said:

It's astounding to me the number of people that will deal with issues like this solely through playing email tag rather than calling and speaking to someone.

Not really quite sure where you get the idea that I am only playing email tag with Adidas (not sure about everyone else) when my original post clearly states otherwise.  I went back in to my original post and made it a bit easier for ya.
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#12 vernon

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Posted 06 February 2018 - 07:41 AM

View PostGoIrish17, on 05 February 2018 - 04:11 PM, said:

It's astounding to me the number of people that will deal with issues like this solely through playing email tag rather than calling and speaking to someone.
We DID call.  And were told we would have to submit the warranty claim via the online form provided on the adidas website.

That was a fundamental part of the issue in the first place.  

Why can't they handle this stuff over the phone?  With a real, live person as opposed to referring us to an internet site that is obviously not adequately staffed/monitored.

In my case, I then called again (more than once) to follow up with very limited success.

Clearly stated in the posts.

Edited by vernon, 06 February 2018 - 07:45 AM.


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#13 johnnyscarps007

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Posted 13 February 2018 - 05:06 PM

Has anyone had any luck dealing with the warranty return. I was just on the phone with customer service for 15 minutes and it seems like they are in a completely different office from corporate and have no control over the warranty/defective claims. Icing on the cake is that there is no phone number or specific email to reach out to corporate. I've gotten as far as them asking for the information to set up the Return authorization. Sent it back twice over the last week and a half and they haven't responded. This seems like a crazy runaround from a major company with a know problem about this particular model.
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#14 evanseze

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Posted 14 February 2018 - 08:24 PM

I think I have finally found the correct person to talk to at Adidas. I will post her direct phone number and name once I get my warranty claim settled.  After about 6 phone calls to Adidas and speaking to six different people, I think I have finally found someone that knows what they are doing.  I'm not going to go into specific details on the amount of run around that I have been given by Adidas, but I will say this, they need to do some serious training with their employees.  As much as I love Adidas golf shoes, this is going to seriously impact my decision on whether or not I ever buy another pair of golf shoes from Adidas.  Hopefully I can have everything wrapped up with my claim within the week and I will come back on here and post the phone number and name of the lady that is FINALLY getting my warranty claim handled
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#15 vernon

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Posted 20 February 2018 - 09:45 AM

View Postevanseze, on 14 February 2018 - 08:24 PM, said:

I think I have finally found the correct person to talk to at Adidas. I will post her direct phone number and name once I get my warranty claim settled.  After about 6 phone calls to Adidas and speaking to six different people, I think I have finally found someone that knows what they are doing.  I'm not going to go into specific details on the amount of run around that I have been given by Adidas, but I will say this, they need to do some serious training with their employees.  As much as I love Adidas golf shoes, this is going to seriously impact my decision on whether or not I ever buy another pair of golf shoes from Adidas.  Hopefully I can have everything wrapped up with my claim within the week and I will come back on here and post the phone number and name of the lady that is FINALLY getting my warranty claim handled
I hope you're right but, unfortunately, folks like that tend to not last very long in that type of environment.  I hope I'm wrong and they're turning the corner.


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#16 evanseze

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Posted 20 February 2018 - 02:09 PM

The person you want to speak with is Mariah Martinez in the customer service dept with Adidas.  Make sure you call the correct customer service number (833-234-4653).  I finally have a new pair of shoes being sent to my local pro shop to replace the defective pair.  This lady is the only person that has been able to get anything done since starting this debacle in January.   Hopefully everyone else will have the same luck I had going thru her.
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