Refund

I tried to do a return return, I kept getting an error message, I contacted Adidas through email and they sent me this message "Dear Client, Courierit will be collecting your ADIDAS parcel AZA***7-1 / Collection Reference IC*** today between 08h00 and 17h00." and they also sent through the driver to come and collect my parcel, I wrote the reference number IC*** on the package and gave it to the driver, now they are telling me that they can't see a refund request and two weeks later nobody can assist, but I have already gave them the item. I am not sure if it is a case of people not knowing how to do their job or laziness to think. ADIDAS please do the right thing.