Over a month with no resolution to a serious quality and authenticity concern
I purchased a pair of Song for the Mute x adidas Taekwondo Mei “Black White” HP3517 from Novelship, order BKGO09X9XM, for a total of AUD 303.42. The shoes were completely unworn. However, when I was about to wear them for the first time, I immediately noticed that the insole was not properly fitted or secured and lifted away from the shoe very easily. After inspecting the shoes more closely, I also noticed noticeable differences in the internal construction and finishing compared with two other pairs from the same Adidas range that I had purchased directly from the official Adidas website. Because of this, I raised serious concerns with Novelship regarding both the quality and authenticity of the item. I contacted Novelship on 21 August 2026, the same day the parcel was received, and provided detailed photos showing the condition of the shoes as well as comparison photos with my Adidas-purchased pairs. I clearly explained that: the shoes had never been worn; the issue was discovered before first wear; the insole was already loose when received; there were noticeable construction and finishing differences compared with pairs purchased directly from Adidas; and I wanted to return the shoes for re-inspection and a full refund. I also requested a prepaid return label or return authorisation. The Novelship authentication tag had already been removed before I discovered the issue, because I had no reason at that point to expect there would be a problem with the shoes. The shoes themselves remained completely unworn and in the condition received. What is most disappointing is the lack of resolution afterwards. It is now 7 October 2026, more than a month since I first contacted Novelship, and I am still having to chase them for an update. For a platform that charges customers a processing fee and promotes its authentication service, I expected concerns relating to product quality and authenticity to be handled promptly and seriously. At this stage, my issue is not only with the shoes themselves, but also with the extremely slow customer service and lack of a clear resolution. I would like Novelship to arrange the return, re-inspect the shoes properly, and issue a refund if the item cannot be verified as being in the condition and quality that should have passed their authentication process.