Adidas won't accept responsibility for lost parcel

I recently had a very disappointing experience with Adidas. I ordered on 08/09/2025 and was promised delivery by 12/09/2025. However, my order didn't arrive on time, and I had to wait until 28/09/2025. Here's what happened: I ordered sneakers expecting delivery in Cape Town within 3-5 business days. But I had to travel to Pretoria before it arrived, so I contacted Adidas customer support to update my shipping address. The agent confirmed the change and assured me the order would be delivered to Pretoria. However, the order ended up being delivered back to Cape Town, and apparently, someone signed for it, but I have no idea who. Now, Adidas won't accept my claim for the lost parcel. Not exactly the best experience. They should’ve tracked the parcel to its delivery location, returned it to the warehouse for safekeeping, and then contacted me to arrange a new delivery at a convenient time and place.

Adidas need to improve communication about delivery delays and provide more accurate tracking updates.