Shockingly terrible service

Am slightly comforted to see that- looking at the the other reviews here - I am not alone. Adidas SA online store service is unbelievably bad - it feels closer to abuse than to service. I bought several items online on 29.10.2023, including some expensive items. I needed to return some as the sizes were wrong. First, the instructions given on how to return on the 'returns' page are misleading as to the actual process one needs to follow. When I wrote to customer service I was told one could only exchange in store - nonsense of course and nowhere mentioned in the 'returns' info. At this point to note, as many others have, that responses to messages are extremely slow, days or weeks between, if they come at all. I finally found the route to return without any help from adidas - and managed to return the goods, after repeated follow ups for collection (and having been told the case was closed, although the goods were still uncollected). They were collected 21.11.2023 - 20 days ago - and I still have no acknowledgement of receipt, certainly no refund. I've written to follow up and ask what is happening - there is no response. My experience when I tried to call the (so-called) customer service line was to hold for 16 minutes and no one ever pick up. When I tried the live chat help, I got an error message - repeatedly, at different times. I have also had repeated unhappy experience with the rewards programme - discounts not being app****, or being app**** at 20% when should be 30%, etc etc. I am just astonished that a major international brand like Adidas can operate like this. Like many others here, I will never buy from Adidas again - as there is simply no assurance of receiving the goods, being able to return them, not to mention getting a refund. I live in hope - Adidas, please prove us all wrong.