Adidas - Non compliance to their return policy,

SHORT DISCRIPTION OF COMPLAINT: We purchased 2 pairs of sneaker for my husband and I on 13 June 2024 and was
delivered late afternoon 18 June 2024, neither fit, We have lodged a request for return on 19 June 2024, received a
confirmation of request received as well as RMA number. We have enquired and followed up with them a couple of times,
received various RMA numbers but to date no one has contacted us to advise of the pickup or our refund. We requested
the refund on Monday out of frustration as we have had no joy with them. I am logging this complaint as I have come to
notice they have a 30 day return policy and it today it is officially 30 days since we purchased it,

Dear Adidas Customer Service,
I hope this letter finds you in a position to finally address the grossly inadequate service that I have experienced over the past two months. I am writing to express my deep disappointment, frustration, and utter disgust with the handling of my recent purchase and the subsequent return process.
On 18 June 2024, I received two pairs of sneakers, one for myself and one for my spouse, ordered from your online store. To my dismay, neither pair fit correctly, prompting me to initiate a return request on 19 June 2024. What I expected was a swift and seamless process; what I received instead has been a prolonged, unprofessional, and frankly, unacceptable ordeal.
Despite my numerous attempts to resolve this issue—logging the return request on your platform, sending multiple follow-up emails, and lodging formal complaints on various platforms—your company has failed to collect the items. The various reference numbers provided during this tedious process have proved to be nothing more than empty promises, with no action taken to resolve my concerns.
It wasn’t until 30 August 2024 that I received a call from one of your managers based in Cape Town, who pretended to be concerned about this issue. He assured me that the sneakers would be collected and promised to liaise between me and the courier service to expedite the process. However, it comes as no surprise that, once again, this was merely another empty promise. The communication has since gone cold, and the matter remains unresolved.
This entire experience has left me questioning the values and integrity of Adidas as a brand. What does customer service mean to you? A customer is the lifeblood of any business. We are the reason your brand exists, and without us, there is no Adidas. Customer service should be about meeting the needs of the customer, ensuring their satisfaction, and upholding the promises made by the brand. Yet, your actions—or rather, your inaction—have demonstrated a complete disregard for these principles.
Your failure to address this situation in a timely and professional manner is not only a violation of your own policies but also a blatant disregard for the rights granted to consumers under the Consumer Protection Act. The Act clearly stipulates that consumers have the right to goods that are fit for their intended purpose and the right to a hassle-free return process when goods do not meet these expectations. Your brand’s vision and mission, which likely include commitments to quality, service, and customer satisfaction, are completely undermined by the way this case has been handled.
I would love to demand that you take immediate action to resolve this issue. I would love to expect a senior representative to contact me within the next 48 hours with a clear and actionable plan to collect the sneakers and process the return but, I would have loved to escalate this matter to the Brand owner and maybe even consider legal action and inform the consumer protection bodies about the gross misconduct but our purchases are invalid to you and know in reality you will fail…AGAIN

My husband is a former professional Soccer player and used to play for 1 of our esteemed South African professional football clubs that plays in the Premier Soccer League, the first tier of South African football league system. He also had the privilege of playing for an international team. He has been sponsored by the Nike brand for many years across his soccer career BUT Adidas became his Brand of choice and has never bought anything other but Adidas apparel.

I trust that this letter will receive the attention it deserves and that steps will be taken to ensure you adhere to your own policies and no other customer is subjected to the appalling experience we have endured.