Very dissatisfied with PUMA online service, disappointing

I got an extremely bad experience since I've been using their online service. I'm from Bloemfontein, therefore we do dot gave a PUMA store for my purchases most especially because I buy when they have discounts which leaves other stores which has their products.

I I bought Cosmo Rider sneakers on the 23 Nov 2023 with order no: P*** and after only wearing the shoes 3 times the sole was damaged & torn. On the 20th Dec I logged a return which was rejected on their online platform. I've reached out to then through email as I can no longer log a return online with return No: *** and only on the 19th January was advised that I can return with a manual collection.

On the 26th January my parcel was returned to me with message "Refused at OTD wrong address" and I've reached out again to PUMA through email but to date gave not been able to get any assistance.

May I please get my refund. This is really a zero rating according to me and please advice where else can I lay my complain and I'm very disappointed with their service