Adidas doesn't give a damn

I'm flabbergasted by the total disregard for customer service shown by Adidas. I sent them an enquiry following an online purchase and after 5 follow up emails I have had zero response - barring their initial autoresponder with the reference number (so they did receive my email). I've been a loyal customer of the Adidas brand for years. This experience has left me disillusioned. Surely this is not the global brand standard?