slow service, bad response. consumer protection rights?

with reference to a fault found (a pebble sized bump in the foam) in the inner sole of one of the three pairs of sneakers i bought online, i was advised to send photos of the issue so that the shoe could be returned for a refund. I duly did so, and was told as per policies online - verbatim "Please allow a day or 2 for the return to be processed. You can track the status of your return by accessing the "My Returns" section on our website while logged in". After calling numerous times i am now told "we couldn't find the fault and it has been sent to our head office to double check". I have sent THREE CLEAR photographs, as well as labeling the fault with a sticker LITERALLY marked with arrows showing the bump on the inner sole of the heel where i keep tramping on. HOW IS THIS SO DIFFICULT. If this is the service reveived for ONE pair of shoes, after buying three pairs, it is completely putting me, as well as the football team that I sponsor, from getting Adidas equipment. If this matter does not get resolved, i will have to take the matter up with the ombudsman unfortunately.