Adidas delivered me an empty box!

ei_leened

I ordered some things from adidas in Black Friday sale - they delivered it in 2 parts. First box fine, second box 2 days later had nothing but 2 smaller empty boxes with random peoples names and some empty bags. The main box had not been tampered with. 

Adidas are saying there’s nothing they can do and it apperently weighed the right amount when it left warehouse, but it’s over £250 of stuff we don’t have! 

Anyone had a similar situation with adidas or any other retailers?? 

Aylesbury_Duck

ei_leened said:

I ordered some things from adidas in Black Friday sale - they delivered it in 2 parts. First box fine, second box 2 days later had nothing but 2 smaller empty boxes with random peoples names and some empty bags. The main box had not been tampered with. 

Adidas are saying there’s nothing they can do and it apperently weighed the right amount when it left warehouse, but it’s over £250 of stuff we don’t have! 

Anyone had a similar situation with adidas or any other retailers?? 

Lots.  With millions of orders per annum, even a small percentage of errors or theft is a sizeable number.

Speak to your card provider about options.

the_lunatic_is_in_my_head

ei_leened said:

second box 2 days later had nothing but 2 smaller empty boxes with random peoples names and some empty bags. The main box had not been tampered with. 

To double check, are you saying inside was two smaller boxes with address labels on them?

RWalsh

I was also delivered an empty box on 25.11.23 by adidas via the Royal Mail.
Fortunately my order was only £25 but I now have a child with ASD who is very upset because Adidas took his money and sent him an empty box (save the piece of tissue paper the trainers should have been wrapped in).
I can't even re-order as the product is now out of stock in his size.
I contacted Adidas via their Facebook messenger service immediately after delivery. 
They replied yesterday stating the had done their checks and were adamant the product was sent and told me to contact the carrier. In other words, they won't refund me.
I did tell them the outer box displayed no sign of tampering but the insist I take it up with Royal Mail, which I have reluctantly done.

I have asked Adidas to escalate to their complaints department and provide evidence of their internal investigations and quality control.

This is not the first problem I have had with this company this year. Previously, I ordered black velcro trainers for my child in a size 2 and got predator football boots in a size 1.5. Resolving that was an absolute nightmare. I don't think I will ordering from them again.

The fact that a quick Google suggests I'm not the only one receiving an empty box is worrying, particularly when the response I get refuses to accept any responsibility.

superbigal

Presumably you can go online and return for a refund as you received the "wrong" item.

RWalsh

superbigal said:

Presumably you can go online and return for a refund as you received the "wrong" item.

I was able to do this when I got the wrong item but not with an empty box. 
The customer service staff refuse to accept that the box was dispatched without the trainers inside therefore they won't refund me.

Today they had the cheek to email me to congratulate me on being such a loyal customer for over a year, then send me a  marketing email for a new range. 

RWalsh

ei_leened said:

I ordered some things from adidas in Black Friday sale - they delivered it in 2 parts. First box fine, second box 2 days later had nothing but 2 smaller empty boxes with random peoples names and some empty bags. The main box had not been tampered with. 

Adidas are saying there’s nothing they can do and it apperently weighed the right amount when it left warehouse, but it’s over £250 of stuff we don’t have! 

Anyone had a similar situation with adidas or any other retailers?? 

Can I ask about the boxes with random names - were these from Adidas too? And did they disclose the names and addresses of the people - potentially other Adidas customers? 

With my Miss Marple hat on, that would indicate whether any potential foul play was occurring within Adidas or the carrier firm.
And of course, depending on their origin and how much information was on them - some might consider a data breach?

It's interesting that you say the outer box was intact, as this was the case with my order too.

Please keep me updated as to how you get on. 

JellyCat123

Did anyone ever get success with this? I received a delivery from Adidas on 30/12/24 with an empty shoe box and tissue paper inside. I have rang them, chat messaged twice and now tried WhatsApp. Told repeatedly my claim has been rejected. But I am requesting a copy of their complaints procedure, an actual email address to which I can escalate this to and an update on how and what was investigated. Is this not my right? Incidentally, I don’t believe the shoes could have been removed during transit (no damage to the box). The Royal Mail label shows the weight of what I presume includes the shoes (it’s certainly heavier than the packaging). So I have my own conclusions as to what happened. Any advice on a way forward would be appreciated, shoes weren’t cheap and my child still wants them.

user1977

JellyCat123 said:

But I am requesting a copy of their complaints procedure, an actual email address to which I can escalate this to and an update on how and what was investigated. Is this not my right? 

No, there's no obligation on retailers to have a "complaints procedure", a contact email address or any detail of their internal investigation processes.