Poor service

I bought sneakers and they were small, I returned them to the Bathu store In new town mall and requested a refund, this was in November,I never got the refund or any feedback from them until I called again ,only to find that the refund was not processed,I later got an email saying I should package the shoes and wait for a returns label which doesn’t make sense because I’ve already returned the shoes, I called the store again and they said they will call me back ,till now they didn’t