AWFUL CUSTOMER SERVICE... STILL WAITING FOR HELP

I ordered an item on the Adidas ZA website and after my order was delivered on the 17 April 2020 the website would not update to allow to process an exchange. Once a consultant updated it, she advised that a return was processed (but actually she processed a reorder) so it's now 9 June 2020 and NOBODY can help me exchange or return this item. The original consultant is just MIA and now I am sitting with an item that is incorrectly sized!!!!! They say that they have good customer service and they say that orders are easily exchanged and refunded but my experience says it's not true.