Adidas Sent Defective Product And Gave No Support

On 26 November, I ordered two pairs of shoes via the Adidas mobile application, and my order was delivered on 28 November. One of the shoes—the Ozelle Cloudfoam Lifestyle Running model in the colour “Cloud White”—was sent to me with the outer colour and inner lining in black instead of the cream colour shown and stated in my order. In other words, the product is clearly faulty and does not match what I purchased. I paid ₺1,731.75 for this product, and the total amount of my order was ₺3,092.25. On the day the product was delivered, I contacted a customer representative through the Adidas mobile app and explained the situation in detail. I was told that the only solution was to return the product and place a new order. Although the mistake is entirely Adidas’ fault, they expect me to solve the entire problem myself, leaving me disadvantaged throughout the process. I do not want to return the product because I specifically chose this model and colour, and if the return process takes time, there is a real risk that my size will go out of stock before the refund is processed. Later, I called Adidas customer service again, stating that I wanted to hand over the faulty product to the nearest store and have it exchanged for the same model, same colour, and same size. However, I was told that in-store exchanges were not possible and that they could not assist me. After this, I received an email saying they might be able to help if I sent photos of the faulty product. I sent the requested photos and explained the situation once more, yet I have still not received any response. Throughout this process, it has become clear that Adidas does not prioritize customer satisfaction and instead adopts a stalling approach that avoids resolving a justified grievance. Even though the fault clearly lies with Adidas, refusing my simple exchange request and placing the entire burden on me is unacceptable. I expect Adidas to urgently provide a solution that does not cause any further loss of time or stock risk, and to exchange my faulty Ozelle Cloudfoam shoe with the correct cream-coloured version in my size—without forcing me into a return–refund–reorder cycle.