DPD putting Adidas Brand in a Horrible Position

I have been attempting to resolve a refund dispute with adidas Customer Service for approximately three weeks, without satisfactory resolution.

I spent a total of more than R15,000 on adidas apparel in one month after hearing about the adidas online sale. This was also my first time purchasing from adidas online, and unfortunately, the situation I had feared when making such a significant online purchase has now materialised.

The specific transaction I am disputing totals R3,922. To date, I have received a refund of only R284, leaving R3,638 outstanding.

Whenever an item does not fit correctly—whether it is too small, too big, or too tight—I am more than willing to return it and reorder the same item in the correct size. In fact, I have been doing exactly that. What is extremely frustrating is that I have already received the replacement stock, yet the returned stock has still not been credited/refunded.

I have provided evidence confirming that the goods were returned, including photographs of the return note, the returned items and the box. I also arranged for my buyer to physically hand the goods over, and I have a witness who can confirm the return.

Despite several emails to the adidas Customer Service team, this matter remains unresolved after approximately three weeks. I have made every reasonable effort to resolve this amicably, and I am now asking for your intervention.

I therefore respectfully request that this matter be urgently investigated and the outstanding R3,638 refunded, and that I receive a clear explanation as to why only R284 was processed when the returned goods have been received and the replacement order has already been fulfilled.

I have retained all correspondence, photographs, return documentation and supporting evidence relating to this matter.

I have genuinely supported the adidas brand and made a significant purchase based on my confidence in the brand. It is therefore extremely disappointing that my first online purchasing experience with adidas has resulted in a three-week dispute over a refund that should have been straightforward.

I trust that, with your intervention, this matter can now be resolved promptly and professionally.

I look forward to your urgent response and confirmation of when the outstanding R3,638 will be refunded.