Useless return policy

Bought shoes online on the 2nd November. They don't fit and I've logged a return since the 4th November. Till date no one is saying anything about collecting. They keep making promises to attend to it and never do. I've never experienced such incompetence from such a big brand, it's disappointing. Don't get me started on the contact center, you hold for long to be given nonsensical feedback that doesn't take the matter anywhere. Adidas online, you should be ashamed of your poor service