Difficulty with Adidas Barricades 6 month warranty.

#1
I sent my Adidas Barricades to Adidas two months ago for my six month warranty and still have yet to receive my replacement code. I have called them several times and the people on the phone say that my case is "in review." I verified my UPS tracking number with them and they confirmed receipt. When I ask if there is anyone else that I can speak to, the person on the phone tells me that they can't help me and that shoe returns are done in another department. I have sent several pairs of Adidas Barricades throughout the years, and I usually receive an email within two weeks. Any idea what I can do next?
 
#2
Call Customer Service back and immediately ask for a manager. Explain the situation to the manager (multiple emails/calls, significant delay in a response, etc.) and ask them to properly escalate your inquiry to the appropriate team/department.

Oh, and how did you pay for the shoes? If you used American Express, you might be able to get them to go to bat for you as well, as part of their product protection initiative. If not, you might try your bank/credit card company in a similar manner. I'd make the claim Adidas is not honoring their warranty.
 
#3
Thanks for the input! They keep telling me that the shoe division is backed up. I even have a case number with them that I bring up when I call so customer service can see my call history.

I paid with my Chase Visa through Amazon, but I'll give it one more phone call with Adidas before I bring the credit card company into it.
 
#4
Thanks for the input! They keep telling me that the shoe division is backed up. I even have a case number with them that I bring up when I call so customer service can see my call history.

I paid with my Chase Visa through Amazon, but I'll give it one more phone call with Adidas before I bring the credit card company into it.
Ok, so they are telling you the shoe return dept is behind. So it isn't like they are ignoring you. Then some of my suggestions may not do much or anything at all. Your first post made it sound like they were just brushing you off when you called: "sorry your request is in review and we don't have any way of checking the status with that department". The above tells a slightly different story. They are being transparent with you, to the best of your knowledge, but volume has caused delay. Nothing a credit card company can do about that. If you have a case number, I'd keep calling and inquiring about the status of your case. See if they can provide any information on where your case sits in the queue. Is it 200th or 10th? What is the rate at which they are working through the queue? How long has the claims dept been backlogged?

I'd also see if you can find any information on "expected" or "service level agreement" timing from receipt of a warranty claim to resolution. This is no small operation so I'd hope/imagine they have these kinds of typical metrics and processes in place.

Unfortunately, just because it has only been a 2 week turn-around in the past, probably does not mean it is guaranteed to be that going forward, again, unless they have a specific policy in place that outlines their maximum time to resolve a claim. It is probably more a guideline that provides flexibility for volume, and it sounds like right now they have volume.
 
#5
If mine are not fit good to my feet, and I bought it 2 months ago, (outside of the US) do you guys know if it’s still possible to change it or something?
Ty!


Sent from my iPhone using Tapatalk
 
#6
If mine are not fit good to my feet, and I bought it 2 months ago, (outside of the US) do you guys know if it’s still possible to change it or something?
Ty!


Sent from my iPhone using Tapatalk
I don't think it is a fit guarantee, but a wear/durability guarantee. If I were Adidas, I'd probably not be interested in an exchange given what you are telling us the issue is.
 
#7
I don't think it is a fit guarantee, but a wear/durability guarantee. If I were Adidas, I'd probably not be interested in an exchange given what you are telling us the issue is.
Yeah I get what you’re saying, but I meant that it’s a fit problem only in the left shoe, which is more weird than what I wrote incorrectly before..


Sent from my iPhone using Tapatalk
 
#8
Yeah I get what you’re saying, but I meant that it’s a fit problem only in the left shoe, which is more weird than what I wrote incorrectly before..


Sent from my iPhone using Tapatalk
I think the only way you get a new pair of shoes free is if you can prove the fit issue you are having is due to a manufacturing defect.
 
#9
Took me 6 weeks to get a promo code and like you experienced the same issues with the people on the phone. Only reason I got mine was the guy from Adidas at the US Open emailed someone and got it done.
 
#10
Update: They finally sent me a gift card after calling for a third time over two months after receiving my shoes. They said Adidas outsourced claims to a new company and they are in a transition process which is why everything is so backed up.
 
#11
I have experienced this as well. It took nearly 3 months to get my last warranty replacement and i have another pair in for replacement now. I will not be purhasing any more product with the Adidas logo on it. You have to communicate with your wallet or they won't listen. Wilson shoes seem to be a decent alternative. They are comfortable, seem to hold up decently - only time will tell if they honor their warranty.
 
Top