Adidas complaint: poor service and poor quality of Adidas HK

I bought this pair of shoes for my family who treasures this top brand shoes a lot and he didn’t use this new shoes until recently visiting HK. However, this shoes hurt my family’s toe after he took the shoes just for hours. I thought it is due to size unmatch and supposed the issue could be eased after removing the pad. However, the issue still persisted and I also took this shoes for try and my feet also got hurt. I even can’t walk a step after taking the shoes as it keeps squeezing the left big toe like a torture. That day I had to wrap some tissue on my big toe in order to get home taking this shoe. It was a terrible experience to take Adidas shoes like this.

Regarding this, I request to exchange this shoes. If no such shoes anymore, I request to refund.

I wrote to Adidas HK and they just simply said it is over the deadline of exchange or return. It is rediculous and unacceptable.