Collection not processed for over a month

I ordered the shoes on line paid for them on the 27 August 2024, when I got them the shoes were too big and I logged a return request for a refund in order for me to be able to buy the right size.

The order number is AZA***3 and from August till today 19 October 2024 the order has not been collected for a refund. It is more than a month since I have been waiting and calling.

Every time when I call them I am advised that they logged a new request and they have escalated the query to the manager or courier company.

I have been a customer for adidas for a long time but I never expected to receive such a terrible service.

I just the order collected, processed and my money refunded.

Thanks