Online Service and Exchange Policy

I am writing to formally lodge a complaint regarding the unsatisfactory service I recently experienced with ADIDAS online store and call centre.

When I attempted to exchange an item for a different size, the Adidas app clearly displayed an option to process an exchange. However, upon contacting your call centre for assistance, I was informed that exchanges are not permitted in line with company policy. This is highly inconsistent and misleading, as your online platform provides the functionality for an exchange, yet your support agents state otherwise.

This conflicting information not only caused unnecessary frustration but also diminished my confidence in the reliability of Adidas’ online services. As a loyal customer, I expected a smoother process and clearer communication.