Amazon UK

Dear Adidas.

I communicated with Adidas CS via whatsapp and this is a copy of that series of messages over a couple of days at the start of April.

Start of my WhatsApp msg:

MY MSG 1)

Ive reported my problem to your CS by phone. Very disappointed in your FoamCloud GO loafers.

They are already a size bigger than needed (size 43 and a bit) yet they are much too small, and refuse to stretch, so they are painful to wear.particularly the left shoe. Unfortunately I dont have the purchase receipt as they were bought as a gift for me, a few weeks ago in Barcelona, by my daughter Gaia.

Ive been told that without a receipt Adidas refuses to replace them. Yet, online the many complaints show that these particular shoes, have a manufacturing fault.. they are undersized!

I feel that I deserve a free replacement, or my daughter deserves her money back.

ADIDAS CS REPLY:

Thankyou for contacting adidas. We will get back to you shortly.

MY MESSAGE 2)

Please do not close the case. I replied to you while it was still open. See the info already supplied and respond accordingly please.

The ref number I have been given by Adidas CS for this case is: 834****

ADIDAS reply:

I completely understand how you feel about this situation.

I'm sorry to hear that item is painful to wear and facing a quality issue.

Thanks for confirming that it was bought from FoamCloud loafers. I would like to inform you that to fetch the order details, the purchase receipt is mandatory. As you don't have it, you can contact the person who gifted you and ask for the screenshot of the payment and show it to them so that they can fetch the order details and help you with the replacement or refund as per their policy.

I would love to help you. However, we only have access to those order details that are directly purchased through adidas web/app.

In case you want to place an order with us in the future.

You can find the shipping information through this link: https://www.adidas.it/aiuto/consegna/quali-sono-i-tempi-e-le-spese-di-spedizione.

Also, please check our latest item, which is Samba OG Shoes: https://adi.care/c2ee1c6a-0ff8-7265-5a99-eea628cb3fd4.

MY MESSAGE 3)

I am unhappy with Adidas because your policy for returns is unfair. Adidas quality control is at fault in this case. So CS should be aware this. The Spanish purchaser (my daughter) is now gone to India and wont be back for a long while...

so no receipt is available now.

There must be times when a large business company like Adidas realises that they have made a mistake with quality of their product, and does the right thing in replacing the purchasers faulty product, with no questions asked. Where is the understanding? I think its fair to say I will never be buying adidas products again, because of Adidas return principles. Tell the Adidas CS boss to look at the negative reviews for this shoe product on line.

I deserve a free fault free replacement of this poor quality pair of shoes. THAT WOULD BE FAIR!

ADIDAS REPLY:

Thank you for contacting adidas. We will get back to you shortly.

Thank you for sharing your feedback and concerns about your experience with adidas's return policy and the quality of your product. We deeply regret any disappointment caused and understand how frustrating this situation must be.

While we strive to ensure the highest level of quality in our products, we recognize that mistakes can occur, and it is our goal to address them fairly and promptly.

Unfortunately, our return processes often require proof of purchase, such as a receipt, to initiate a replacement or refund.

MY MESSAGE 4)

I know. However under the circumstances, in which Adidas sure knows of this general fault, I feel Adidas should make an exception. I remain disappointed and not likely to be a fan anymore.

ADIDAS REPLY:

I understand your concern. However, I can only help you with the orders placed directly from adidas.

MY MESSAGE 5)

Ok.

My daughter who purchased the shoes as a Birthday gift for me, in Barcelona, has managed to get the receipt for the Adidas product, as you requested. Here is the receipt and her banking details. Please acknowledge when received.

Gaia Lambert details as requested:

Nie: X804****W

Nacionalidad : Irlandesa

Número de teléfono 66358****

Email: gaialambert@***.com

Iban: ES33 2100 **** 1101 00** **46

Banco La Caixa

ADIDAS REPLY:

I would like to inform you that we are only authorized for the orders that are placed from adidas website or app, we do not have access to check the details of orders that are placed from the store and the 3rd party source.

We can offer exchange or return only if the item was purchased from the official adidas website.

I request that you contact the point of sale for further assistance.

MY MESSAGE 6)

Why do Adidas make returning their malfunctioning product so impossible to return? I have been in communication with your CS team for the last week regarding this product.

I was asked to get the receipt for the purchase from the purchaser, take photos of the shoes and send these with name of purchaser and the card details used to make the purchase. I was told that if I can get and send these details, that she could get a remuneration of costs or a replacement of the faulty Adidas product. After arranging with the purchaser (currently travelling in India) to find and send these details to me, I then sent these to you. But you are telling me now that ADIDAS STILL CANNOT GIVE ME SATISFACTION.

!! I thought NO! this is very wrong and it is most unfair.

These shoes were purchased in Barcelona Spain, gifted to me for my birthday while I was in Spain. As many reviewers show online, they are poorly manufactured, being sized incorrectly.

I have done everything you asked me to do by CS , and have been considerably inconvenienced in arranging and sending these documents and NOW you tell me NO. Adidas cannot resolve this issue. PLEASE ESCALATE THIS MATTER TO A SENIOR CS ADIDAS SUPPORT SUPERVISOR SO THAT SOME ALTERNATIVE SOLUTION CAN BE FOUND. I will have to reprint this communication on line, if NOTHING CAN BE DONE.

834**** is the reference I was given for this case.

Communication with CS shows that I have done what was asked of me, in order to get this matter fairly addressed but the advise has changed after I have sent in purchasing details and photos of the item as requested. This is not fair and if this is an Adidas policy, it serves only Adidas, NOT THE CUSTOMER. Shame.

ADIDAS REPLY:

Thank you for your response.

I have checked and found that the order was purchased from amazon. We have access to the order purchased directly from adidas website.

Since the transaction took place between you and the seller, they will be able to check the details and share the resolution accordingly.

May I know if you have already contacted the amazon regarding the issue with the purchase?

MY MESSAGE 7)

NO. I am at home now in the UK.

My daughter Gaia

Lambert lives in Barcelona and made the purchase there. She is now busy travelling in India. Therefore she has not had time to contact Amazon regarding that purchase.

I live in London UK. The issue I believe is not with the Amazon store, it is with the mistake in the Adidas construction of the left undersized shoe.

ADIDAS REPLY:

I understand that the item was purchased through Amazon. I would have liked to assist you further, but issues related to adidas items purchased from a third party are handled by them. This is because this is the help line for online orders, and in this case, we have no credentials to verify or authenticate the order in any way, nor do we have order history in our systems.

Kindly contact the point of purchase, and they will assist you further.

MY MESSAGE 8)

You mean after doing all that your department requested that I do, you now tell me you dont have the system to deal with it?

Why did you ask me to do all that I have done if you are not able to assist me from via your CS department? This makes no sense and wastes a lot of my time. How can Amazon in Barcelona assist me if :

1. I live in UK and the store is in Barcelona

2.

I am not the purchaser, I have been gifted the Adidas footwear.

3. The purchaser is away for a good while in India.

4. The Adidas footwear is here with me at home in London.

Please help me to understand what I can do to get a replacement or get a reimbursement to the buyers payment card. This situation is now being made very complicated.

ADIDAS REPLY:

Please note that we can only assist with orders placed directly on the official adidas website.

Unfortunately, we cannot check transactions made through third-party websites. Each platform has its own terms and conditions. adidas provided 2 years of warranty as mentioned on the website and third-party website has their own terms and conditions. For any issues related to third-party purchases, we recommend contacting the point of purchase directly.

We appreciate your understanding and value your time.

MY MESSAGE 9)

I do not have an enjoyable appreciation or understanding of your rediculous unfair policy. I wont be using Adidas again.

ADIDAS REPLY:

Thank you for sharing your feedback with us. We sincerely regret that our policy did not meet your expectations, and we apologize for any frustration this has caused.

Your concerns are important to us, and we appreciate the opportunity to improve our services. If you would like further clarification or assistance, wed be happy to review your situation and see how we can help.

Please feel free to reach out.

MY MESSAGE 10)

I would appreciate it if you COULD ESCALATE THIS CASE (ref 834****), and get your CS head office to review it.

Their help should be able to make a satisfactory solution to this annoying upsetting problem. So I am reaching out to them in expectation that something can be done.

PLEASES SEE THE RECEIPT FROM AMAZON AND THE PHOTO OF THE UNMARKED NEW SHOES AS REQUESTED BY YOUR CS.

My mobile phone is +44 7852****92

I will wait for a comprehensive solution.

Thankyou in anticipation of a final solution,

Steve Lambert

I ordered a instant dreadloc machine. It was not working very well in gets my hair stuck in the machine that I have to use a scissor to cut my hair.

I informed the seller and requested for a return and refund. I received a label and I returned the item following the instructions that I was told. I paid for the return, I track the item and noticed that it arrived on the 16th of Augus. I asked Amazon why I have not received my money back.

Amazon contact the seller to get in touch with me. He/she sent a message asking for the label and tracking number I sent it. I followed up, and he/she asked for it again for the third time, i re-sent it. Then she/he said they waiting for the item to arrive, i informed that the item arrived long time Amazon confirmed that too, the worst happened.

Everything is now deleted on your system, i can't see the orders, chat history and tracking details. Luckily I had screenshot of some of the evidence.

Before it was resolved it was a nightmare, you're asked to go through their online portal , they assume you're problem is one of the preset questions, so frustrating as mine didn't apply. They swerve you back again to a robot who didn't solve my issue.

I had had a phonecall off the delivery driver to day my parcel couldn't be delivered because I didn't answer the door, trouble is, they had taken it to my old address of 5months ago when I left there...trying to explain this was another catastrophe,
Also , the delivery driver redelivered it the same night at 9pm, when it wasn't expected till the next day, she still had difficulty trying to access my retirement complex home which wasn't at all difficult.

I met her at the gate and demonstrated how easy it is , and I asked her could she not just follow my delivery instructions I have recorded for all deliveries with Amazkn previously, eg. Where to leave, what buttons to press etc, she showed me her screen and said Amazon hadn't forwarded that information to her...I thank God, or the universe or whoever the powers that be are that you came to my.assustance, I hope im allowed to keep you im my.comtacts and "Well Done" you

Hello, my name is Anastasiia.

A week ago, I accidentally subscribed to Prime Video on my TV using my other Amazon account, which is registered with the phone number +380965****27. On June 27, 2025, 7 was charged from my card.

When I tried to cancel the subscription, I couldnt do it on the TV. I also cannot log into my account on my phone because Amazon services are not supported in Ukraine.

Im unable to:recover my password,access the account,reset anything,or contact support directly from Ukraine.

Because of this, I created a new account (the one Im using now to message you) just to ask for help.

The card that was charged ends in 1005.

Please help me recover my original account and cancel the Prime Video subscription.

Thank you so much in advance.

I purchased a product from Amazon 6 weeks ago, and using it today, the sun lounger broke whilst I was sitting on it. I appreciate that I'm not a skinny person, but at 11 and a half stone, I don't think I'm big enough to have fabric rip apart from me laying on top of it.

Trying to get in contact with an actual human instead of a robot has been an absolute joke on this website, so I have no idea if I've even come to the right email, as I'm trying to get a refund for a faulty product. The website only allows for refunds up to 30 days, but in this instance, I would be expecting a refund based on the lack of quality in the product I have been sold.

Hello,

I am unable to access my Amazon account because it is registered to a Ukrainian phone number. Unfortunately, Ukrainian phone numbers are no longer supported, so I cannot receive the verification code needed to reset my password.

The system advises me to contact customer support, but the chat option is unavailable, and phone support is limited to just 7 countriesUkraine is not one of them. As a result, I am unable to recover access to my account through any of the available methods.

Could you please advise me on what to do in this situation and how I can recover access to my account?

Thank you for your help