Adidas have made this so complicated that the convoluted jumps that I have had to go through are too complex to fully explain. The stress, anixiety and mental health issues that this has caused are through the roof.I had a faulty pair of goggles almost a year ago. Adidas were unable to send a replacement and refused to provide a monetary refund because I had purchased the goggles with a voucher.The voucher that they sent me forced me to spend extra money to get the refund. I argued that this was illegal. Under the Consumer Rights Act 2015, terms that are deemed unfair or that significantly disadvantage the consumer can be challenged. Forcing a customer to spend additional money to use a refund voucher could be seen as an unfair term, particularly if the original voucher did not have such conditions.Eventually, after months of arguing, they agreed to resolve the issue and compensate me for my trouble. I received a voucher and refund to cover the extra money that I had to spend pus a voucher for the undue stress this had caused.As I had to wait so long to resolve this issue, I had already purchased new goggles so I purchased some new swimming trunks instead.Unfortunately, the swimming trunks were too small so I had to return them to exchange for the next size up.At this point, I want to stress that all of our transactions had completed. I had bought the new trunks, used the voucher and received the agreed upon refunds and voucher for compensation.I have emails that explain some of the situation but I'm sure the employees were being forced to take matters into their own hands and find a non-conventional way of resolving the problem.Regardless of this. All of my refunds etc were received on the 8th February. Adidas and I were square at this stage. I sent the items back after this on the 11th February which is the clearest proof that I have, that Adidas either owe me the same three pairs of trunks, the exchange or the full value of the trunks).I was in possession of 3 pairs of swimming trunks that were too small and neither Adidas or I owed each other anything.I then sent the trunks back for exchange and since then Adidas have refused to send me the exchange or provide me with a refund/voucher to the value of the three pairs of swimming trunks. They have also refused to simply send me the original items back that I sent them.They claim that they do not owe me the full value of the items because they have already sent me a refund but I will repeat that all the refunds and vouchers that they sent me were before I sent the trunks back. They were part of a completely separate agreement based on all the issues I have had trying to get a replacement for the original faulty goggles.Adidas' systems and procedures seem to be so ridiculous and rigid that their own employees are forced to find ways around them that don't then register properly and cause these issues.As things stand I am owed either the same 3 pairs of swimming trunks that I sent them, the exchange (which is what I want) or the value of these three pairs of swimming trunks in full.They are refusing to provide this which contravenes my consumer rights. I have tried to resolve this issue with their WhatsApp team in excess of 5 times and I have tried to resolve this with their phone team twice. On every occasion they are unable to resolve the issue immediately and therefore escalate it. However, I then get an email to say the case has been closed before I have been contacted again or any attempt has been made to resolve the situation. They are avoiding their responsibilities.The only occasion where the case has not yet been closed, is my most recent phone call today. I can only hope that they don't just ignore their responsibilities and close the case again before they have contacted me.
