Pure Incompetence and Zero Client Service

I placed an order Online for a Manchester United Home Jersey (Large) and a Adilette Slides (Size 10) on the 25th of February 2020 for my husband as his birthday present. The order was processed on the 26th of February (Order number: ***) and the order was delivered on the 28th of February 2020. Upon opening the delivery my husband realized that the size 10 Adilette Slides were small and requested that I call the Customer Service Team and request for a Return and he wants a replacement of a size 11 Adilette Slides.

The Customer Service agent I spoke to on Friday (28 February 2020) was very helpful and he made me feel at ease with my request. Monday passed and no contact from the Adidas team, Tuesday I called and I was informed that the message and the escalation has been conveyed to the Courier team and that it was acknowledged and my Return was supposed to be collected on Tuesday (03 March 2020) the but I was never called, I never received an SMS, Call or an email. Finally the Adilette Slides were collected on the 04th of March 2020.

I check the status of the replacement that is supposed to take place today (06 March 2020) but the is no movement. The Adilette slides have not being updated to have been delivered and returned at the Adidas warehouse, no update on the shoes being validated and no sign of when I will get the replacement order.

This whole process has been extremely stressful and I have never dealt with such incompetence in my whole life. I can honestly and confidently say that Adidas SA has no idea of what they are doing.

Imagine the Customer Service I spoke too today told me that Adidas Systems don't work hence the is a delay. How is that my problem? I have paid for my order but now I have to run after Adidas to do their job. I want my order and I do not want to deal with Adidas SA after all this mess has been resolved.