Disappointed by Adidas

It's funny how when you place an order online and they are quick to take the order, update you about the order status. It gets even more frustrating when you have paid for the service, and when you have to return the item it becomes a problem. I logged a call for sneakers to be collected and exchanged, I was told it would be collected yesterday, no one arrived. I sent an email yesterday afternoon and I still did not receive any response. Another email has been sent today and no one has got back to me. When I call, the phone is not answered. What type of customer service is Adidas running?