Incompetence

Worst return experience with Adidas online store. The service consultants cannot comprehend or understand English. After emails back and forth and phone calls, they can still not understand that 2 items were returned and only one item was refunded. It seems that the other item is just being kept at the warehouse and someone has ****** the item. I get the same reply that only one return was created therefore only 1 item was refunded. So what about the other item?