Adidas Raincoat Exchange Issue

I can't stand it! I went to the Sahra Optimum Outlet Adidas store and bought a raincoat for my mom as a gift. We went to exchange it because they didn't have the right size. They told us, to our surprise, that the product could be bought at the Bayrampasa Venezzia store. We asked to be moved and waited patiently for a whole month. When we went back to the store, they said they had sent two emails to the Adidas store in Venice but hadn't heard back. We just want the product to be moved so that we can get it. We don't want a refund; all we want is some help and attention, which they didn't give us at all.