Adidas — Adidas has not provided refund for products returned more than 1.5 months ago

Address:Plot No. 53, Sector-32, Institutional Area, Gurugram, Haryana-122001, India

Order Number: AIN02141960
Amount: 7677.5
Customer Complaint Number (Case Number): 54701306
AWB: [protected]

I had placed the above referenced order number(AIN[protected] with Adidas through their official website on 11/11/22. Due to extremely substandard quality I immediately initiated a return through their website however despite receiving an email and sms confirmation my order was not picked up. Upon calling the customer helpline number I was told there was an issue with their systems due to which the return had been cancelled and they would initiate a new one. This same process happened 2-3 times until my order was finally picked up on 2/12/22 almost 20 days after I initiated the return (awb: [protected]).

Following this I waited for 2 weeks as mentioned on their website for the refund which never came through. Upon calling the customer care number they informed me their logistics partners had mistakenly marked the pickup as cancelled despite collecting the order because of which they could not initiate the refund and they would initiate an investigation and I would get a resolution within 4 days.

After 4 days elapsed I did not get any response which is why I called the customer helpline number once again and was told the same thing and this time I asked for a mail confirming the same. There have been 3 such escalations where I have 3 official mails from adidas (screenshot for reference) that I would have a resolution within 4 days and no action has been taken yet. The customer executives state their escalating the case to relevant teams and cannot create any more escalations. They also stated there were audit processes going on at adidas which would be resolved by 31/12/22 and I can definitely expect the refund post that.

I have called and emailed them at least 15-20 times over the last 2 months and I haven’t received the refund even after return the products over 1 month ago on 2/12/22.

This is a pretty significant amount and I sincerely request the consumer complaint forum to help me. The actions by adidas seem to be criminally negligent, where they’re making customers lose money due to faulty systems and logistical processes.
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