Adidas Online Order Lost

I received a R2000 voucher for completing the Cape Town Marathon using Adidas shoes. I placed an order on the 26th of October to use the voucher before it expired on the 1st of November. It is now the 19th of December and I have still not received the order and when tracking the order online, it states that it is lost in transit. When contacting Adidas, they are not prepared to refund me with a replacement voucher as they say the voucher is now expired even though I used the voucher before it expired and am not the one who lost the order. Has anyone else received poor service from the Adidas online store?