Adidas Kids Shoes Velcro Issue - Store Refuses Exchange Despite Minimal Use

We bought a pair of children's shoes from the Adidas store in Üsküdar Emaar. Once we exited the store, we decided to put the shoes to the test by strolling around the mall for approximately an hour. The Velcro straps kept coming undone four times, which suggests a possible design flaw. We went back to the store to exchange the shoes, even though we had only worn them for a short time and hadn't left the mall. The tags on the soles remained intact, as depicted in the photo.

Regardless of the situation, the store declined to assist, alleging that the soles were dirty. During our conversation with the store manager, he expressed his willingness to assist but explained that he was unable to do so due to Adidas's policies. He also mentioned that the store is under constant surveillance by cameras, which prevented him from approving the exchange.

I contacted customer service at Adidas Turkey and provided them with an explanation of the situation. They inquired about the location of the purchase. The representative appeared to have the store's details on her screen and confirmed that it was Üsküdar Emaar. She recommended that I have another conversation with the store manager. I clarified that the manager mentioned Adidas's procedures as the explanation for his inability to assist.

It's worth noting that the customer service number provided on the Adidas website is specifically for addressing online store issues, rather than general consumer requests. The representative confirmed this and emphasized that store managers are responsible for addressing any issues that arise in the store. It's quite frustrating to deal with the inconsistency in their customer service system. The number provided for general inquiries turns out to be of no use when it comes to in-store purchases.

Ultimately, Adidas refused to assist, passing the responsibility between store policies and customer service. I wanted to bring attention to the subpar customer service and lack of clarity in procedures at Adidas Turkey. I'll also include a screenshot of the customer service section from the website.