*********** and careless order fulfilment

RE: Formal Complaint – Incorrect and Mismatched Shoes Delivered

Good Day,

I would like to formally express my complete dissatisfaction and disappointment with the handling of my order.

I ordered a size 7 pair of Adidas running shoes, but what I received was a mismatched pair consisting of a size 7 right shoe and a size 6½ left shoe.

This is extremely concerning from a basic quality-control perspective. How does an order for a size 7 pair leave the fulfilment process with two completely different sizes? The situation is made even worse by the condition of the size 6½ left shoe, which is visibly dirty and disfigured. Based on its condition, it appears that it may have been a display shoe or potentially previously worn.

As a first-time user of the platform, this experience demonstrates a serious lack of care and customer obsession. It has left an extremely poor first impression and, unfortunately, one that will likely remain with me for a long time.

What makes this particularly frustrating is that this was the last pair available in stock. I am now expected to go through the inconvenience of returning the shoes and waiting up to seven days for a refund. I also need clarity on how that refund will be processed, as I paid for the order using PayJustNow.

This has also caused me a direct personal and financial inconvenience. I specifically purchased these shoes because I had entered a race and was excited to use my new Adidas running shoes. Because of this fulfilment error, I lost the money I paid to enter the race, as I no longer have a suitable pair of running shoes to use.

I previously chose to move away from Puma and give Adidas a chance, so unfortunately, having this as my first experience with Adidas is extremely disappointing.

I understand that mistakes can happen, but receiving two different-sized shoes with one of them appearing dirty and potentially previously used is not a minor error. It raises serious questions about the quality-control process before products are dispatched to customers.

I would therefore like this matter escalated and properly investigated. I would appreciate clarity on the following:

Why was a size 6½ left shoe packed with a size 7 right shoe when I ordered a size 7 pair? Was the size 6½ shoe previously used or displayed? Why was the condition of the shoe not identified before dispatch? How will my PayJustNow payment be refunded, and when can I expect the refund? Given the inconvenience and potential financial loss this error has caused me, what can be done to appropriately resolve the matter? As a first-time customer, this experience has unfortunately tarnished my view of both the platform and the Adidas brand. I sincerely hope this complaint is taken seriously and that the resolution demonstrates the level of customer care that should have been app**** when my order was processed and dispatched.

I look forward to your urgent response and a satisfactory resolution.