: adidas SA – Month-long delay, failed collection, refund refused

I am extremely disappointed with adidas South Africa and the way my order and refund have been handled.

I placed an online order nearly a month ago. Delivery has been delayed repeatedly, with multiple promises made and not honoured. On one occasion, I was explicitly told the order would be delivered on a Friday — it was not.

I logged a return and refund request over three weeks ago. To date, no one has come to collect the item. Despite numerous follow-ups, I continue to receive inconsistent information and no resolution.

When I escalated the matter and requested cancellation, I was told the order could not be cancelled as it was “in transit.” I was then offered a 5% refund after 15 days, which is completely unacceptable given the length of the delay and poor service.

To make matters worse, I went to an adidas store (Gandhi Square outlet) to return the item in person. I was told I could not receive my money back because the item was purchased online and that I must instead exchange it for another adidas product of the same value. I do not want an exchange or voucher — I want a refund. Internal system limitations are not the customer’s problem.

This experience has been frustrating, exhausting, and deeply disappointing. I am formally rejecting vouchers, exchanges, or partial compensation. I am requesting: • Immediate cancellation and a full refund, or • Immediate collection of the item and a full refund

I expected far better from a brand of this size.