WORST customer service experience

The WORST customer service experience I've ever had from an online store!! Firstly they patronize you, then they don't even know their own return policy. When you quote the policy from the site to them, all they say is, "It doesn't matter what the online policy states, I'm telling you that we don't do exchanges."

Yet their policy states they do exchanges: "1.1 Exchange/returns policy

adidas may exchange or refund products which have been bought, provided that the product is returned in its original packaging, has not been worn, or damaged or used in any manner whatsoever."

I logged a return for the XL jacket I wanted simple exchange for a L. The jacket is no longer on sale, all they advise is that I should accept a refund & repurchase the jacket at full price. No comment on that terrible customer.

The jacket has yet to be collected, even though I logged the return a week ago.