Adidas bad customer experience

I logged a return on the 14th of December, communication was sent that it will be collected in the 15th but no one arrived , sent an email and the refund was redone again. On the 23rd another return ticket was as requested collected due to Wednesday 24th till date no further communication. I have to cancel all my errands to waste my time waiting for DPD laser but they don’t pitch. Adidas such a big brand with poor customer experience, am really disappointed. I WANT MY REFUND, not my problem that you fail to collect as it’s long over due. Next step is consumer ombudsman if this Doesn’t get resolved by COB (AZA***8)