BAD ONLINE SERVICE FROM ADIDAS

Hi, I'd like to know who runs the online sales there by you because you can't give your regular customer this bad service. we bought clothes online in December and we wanted to exchange one tracksuit. until today, all we get from you guys is just WE AM SORRY, WE WILL SEND THE COURIER TO COLLECT reply to the email. until today it is like we have to beg you guys to collect and exchange. what kind of service is this? surely this cant be hard to solve. we even asked if we can do exchange at any recommended shop, NO we can't. we have to do it online. PLEASE ASSIST IF POSSIBLE