Good morning Lauren,

I hope you had a good weekend.

Thank you for the email, and for the offer of compensation in the form of gift cards and a VIP store experience. That offer is very generous. I would like to decline the offer on my part, but ask that you donate the gift cards and VIP store experience to a charity of my choice. Alternatively, a donation of the equivalent amount (£80) to the charity would be very nice. The charity that I would like to support is Teenage Cancer Trust.

Please can you confirm if this will be doable?

I accept your apology for my recent experience, but I would still appreciate some responses to my questions. I have included them below for your attention.

1. Why was the shirt held at the Oxford Street store from Thursday until Tuesday evening? I was told by a member of staff that the shirt was delivered to the store on 7 January, yet I received the email confirming this on 12 January 2016 at 17:36:14. Please explain.

2.a. I went to the Oxford Street store at 9am this morning: the opening time of the store. When I was let into the shop by the security guard the sales team were sat around having their team talk. I walked up to a till, they all looked at me in surprise, and the man who was leading the team talk (I guess he was the manager), asked "oh, are you a customer?" Can I ask why the manager of a store, part of a huge multinational brand, situated on Oxford Street, seems surprised to see a customer at 9am?

2.b. Why were the team were not ready for receiving customers? This being said, I would like to commend two members of staff - Kristina and Louisette, who dealt with me in the appropriate manner.

3.a. When discussing my order on twitter, the person responsible for the @adidasUK twitter account told me twice on 11 January that they were "just looking into this" for me, and that they would "be back in touch shortly". It was a good 24 hours before I heard from them via twitter, but they still couldn't explain the situation. Why could they not provide an answer?

3.b. The shirt was delivered last Thursday. Even I knew that, so why couldn't they give me an update of the situation?

3.c. I wouldn't have minded so much if they had explained that the shirt had been lost - my main problem with the twitter conversation is that they left me for over 24 hours with nothing but the promise of being "back in touch shortly". What timeframe would you suggest covers "shortly"?

4.a. I received a voicemail on Tuesday 13 January from "John" in your call centre. He asked me to call him back. He didn't leave a number, so I redialled the number that he contacted me from. I spoke to two call centre operatives, and explained my situation. Neither of them were able to help me. The second shared my optimism - she said I had a wrong number. Why didn't "John" leave me a direct number?

4.b. In "John's" voicemail he asked me to call to "try and discuss the complaint" that I have. Can I ask what "John" would have been able to do for me, had I managed to speak to him?

5.a. I miraculously received an email on 13 January at 17:36.14, saying that my order was in store and ready to pick up. What was it that made the order suddenly "ready"? Was it my twitter activity? Was it my emails? Or was the process unaffected by these?

5.b. Is 5 days the usual turnaround time for an order to become ready to pick up once it has been delivered to this store? If not, why was it the case this time?

And here are my original questions:

1. Tell me - how would you feel right now if you were in my shoes, and you had just gone through the rigmarole above?

2. Please tell me why, if a product (that is already overdue to be picked up) is confirmed as being delivered to the store by 1pm, that it is not available to be collected by 6.45pm on that same day?

3. Please tell me why your Oxford Street shop staff are so insolent? I usually shop at the store in Westfield London as this is nearer to my home. The staff there are always very helpful - and can at least hold a conversation. I made the mistake of selecting Oxford Street as it's more convenient for my place of work. Make no mistake - once I have collected this reservation I will never be visiting your Oxford Street store again.

4. Have you any idea of the stress and inconvenience that you have caused? I ordered this product on 24th December for the birthday of a loved one. Their birthday was 3rd January. In an ideal world I would have been able to collect the product within the 2-4 business days period. But thanks to the huge error on your part this was not so. I'm still waiting to collect the product. I'm still waiting to give a birthday present - five days overdue.

5. Why did I not receive the standard emails - 'Joe, your reservation arrived in store and is ready for pickup', and 'Joe, this is a reminder to pick up your order'? And before you play the 'Christmas is our busiest period of the year' card - I don't care. You are a multinational corporation. Your Oxford Street store is located on THE busiest high street in the world. This was such a basic thing, but somehow you managed to spectacularly mess it up.

6. Will I be able to collect the reservation today (Friday 8th January)? I sincerely hope so. I am unavailable to come into London on Saturday or Sunday of this weekend, so if I am not able to pick up the reservation today, and then I receive the 'Joe, your order reservation is cancelled' email over the weekend then, rest assured, not only will I never visit your Oxford Street store again, but I will never use your website again.

I look forward to hearing from you.

Joe.

joeadcock87@hotmail.com 18 January 2016 08:48:42