delayed to NO reply on exchange request of online purchase

In Feb I bought two items online at Boredbox, my items was delivered end of Feb. The first week in march I reached out via email, phone call and watsapp as i needed to request a exchanged on these items. The phone rang but no one answered, I received no reply on the email, on watsapp I got a greeting but no constant communication. I kept on trying to each out using these communication methods, on watsapp i eventually got reply the second week on March. I was told an exchange is possible but I'll have to pay collection and delivery fees - which in turn i agreed to. I then waited again for communication that the process of the exchanged has started but did not receive any feedback for days so again i followed up, i messaged this company repeatedly via all social media channels but got no reply until end of March on watsapp they apologized for the delay as confirmed the process will start the following day. It is now the second week in April and still nothing. No feedback, no communication , no reply to my constant follow ups. Is this company or the people working there alive? Are they real humans replying to me or is an bot. I don't understand how they cant communicate fully. Where is the customer service? I need a manager to reach out to me asap!