I ordered a pair of shoes via the online store. When they arrived, the box had the correct size written on them but the shoes themselves were the wrong size. I contacted their customer support who told me to return the item and they would issue a refund. 5 weeks after the shoes were delivered back to Adidas, I'm still waiting for my refund. Their official refund policy is 21 business days according to the agent or 28 days according to the website. Regardless, even according to those appalling SLAs, my refund is overdue. I've called them 5 times so far. Each time they promise the refund is coming and tell me just to wait. One agent attempted to issue a refund manually but apparently it was rejected by the finance team. I'm not sure on what grounds. Given what's happened so far, I've asked to speak to a manager but they are always "in a meeting". I've asked for an email to confirm the refund will be issued but that can't be done. I've asked what their complaints process is and they don't have one. I threatened to raise a complaint through Consumer Affairs and the agent simply says OK. Do NOT ever buy from the Adidas online shop. I wish I'd read reviews beforehand so I wouldn't have wasted my time and money, which I don't think I'll ever get back.
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