Terrible terrible service

One star is too many. Sent via email and through their contact page as I am getting no response I am posting it here also: I am EXTREMELY unhappy. This journey started off well. I placed my first order (#BS22329) on 7/12/2023 and received confirmation from ***. The following day I received an email from the same emaill address apologising for the delay and that my order would be shipped the following week. On 28/12/2023 (THREE weeks later, with no other updates unless I followed up, but most of the time my emails went unanswered) I received an email to say that my order was out for delivery. The package was finally delivered on 3 January 2024 (it would have been nice to be informed that the wait wpuld be that long)

The shoes were way too big, despite following your site guidelines (as per email received when I notified you) and I followed the instructions to do it online, but your site kept stopping in a certain place. I emailed to inform your team and then was told on 8 January I can return by email by providing certain details and the necessary pictures. (the contact was from a very friendly person named Siera) Once that was done a day later I received a return request email (RMA***) with details at this point it was someone named Tayla emailing me. The day after that (10 January) I received a confirmation of order (#BS24334) showing the correct sized replacements for my order being returned. Also on 10 January I received an email that my return request was approved with instructions on how to send my return and a link to a label I needed to print. On 11 January (after collection) I received an email stating that my shipment was in transit and making its way to your warehouse. I then stopped receiving communication unless I followed up. On 17 January (6 days later) I followed up and someone named Hannah told me my shoes would be dispatched between 20-25 January. On 22 January Tayla emailed me to say that there is stock of my shoes and they are being prepared for dispatching. On 26 January I follow up again. Having heard nothing and Tayla responds to say that my shoes wpuld be released on the 29th and that she would update me. Finally on 29 January 2024 I receive a "Your shipping status has been updated" showing that my replacement shoes (incorrect colours and size) are in it with a courier guy tracking code (note that this time the email did not say that my shoes are out for delivery like the first time). Later another email stating that the shipment is out for delivery and on 31 January it was delivered. The boxes were in an awful state I would like to add, like they had been shipped multiple times before. Much to my dismay, the white pair came back as an incorrect size, the very size I returned in the first place. So back to email and Tayla tells me she is escalating it to the warehouse about the wrong order being received despite my selection being correct. And that she would arrange collection and delivery. I email back on 1 February (having not received any of the official return/collection emails as I had last time). On 2 February Tayla responds to say that the cpurier would call. Still, no details regarding tracking etc. She also says to please advise once collected so she can send the replacement shoes. Not long after that the courier turned up, still having no tracking details and said not to worry, he has the details and will put them on the parcel (something we have done in the past with other parcels and companies). On 7 February I follow up as I had received no emails as I had during the first return process. Tayla went quiet and I have no idea whether the shoes arrived at the warehouse or not. 8 February I contact her again for any updates. 13 February I send another email reminding her that she said she would dispatch the shoes as soon as I notified her of the collection. I have still heard nothing. I am struggling to find other means of contacting you and I am at my absolute wits end. PLEASE can someone call me and get back to me.