Turn around time for Adidas damaged goods assessment

I ordered a pair of soccer boots that I really liked from Adidas. I received the boots in November of which there was no soccer being played. I proceeded to play three games in the boots and the material on the heel seemed to come loose.

I logged a return with Adidas 28th of Jan of which it was picked up on the 29th by the courier. Since then I have called them numerous times, either I waited for ages to get an agent or the wait was just to long (15-20 mins) for me to be hanging around. It is the 6th of Feb today I called them and managed to get an agent who advised that it is still being assessed.

Does it really take a week to assess an item? And please take note I did not count the weekend.

Adidas are very poor at correspondence and keeping their customers updated.