No delivery service

I have been trying to get hold of the customer service team from Adidas. It’s been over 12 days and no one is willing to assist me with my orders. I have an order which I paid for and one which needs to be returned. The order which has to be returned was created on 26/11/2024. I went to their branches and the staff there told me that I cannot return it because I ordered online, unless I exchange it for the same amount, they don’t even have a single item which I want. I was told to wait for the courier people to come collect my item. With the item I ordered, was supposed to be delivered on 01/12/2024, to this day, nothing. I ordered online in advance because I had plans. I had to cancel because of their delay.