Cape Union Mart Online is useless

I have spent quite a bit of money at Cape Union Mart (Three Rivers Store) as well as ordering from them online. I could not complain about the service until the last online order. I received the items unpacked, thrown into a box - no plastic bag, just the loose items, not even properly folded. One of the pairs of socks I ordered was out of its original packaging as well. I then wanted to return one of the items because on face value I could see that it was way too big for me, so I did not even fit it. I logged the return, which was fine. 2 Days later I received an e-mail with an instruction that I need to print the waybill attached (which I am unable to open on any of my devices), make sure the item is "in its original packaging"(there were no original packaging), make sure the item has not been worn and make sure the swing tag is still on. I have responded to them, but am now still awaiting their next response. On the return request, there is no option to ask if you would like to exchange the item (which I would have liked, because it was only just not the right size!). I have not received a single call from them, everything is on e-mail an many of them on a "no reply" email address as well. I think their online service is terrible. I have lost respect for the shop in total and would not be happy to shop at them again. I would like to know if more customers have had a bad experience with them.