Ridiculous Customer Serivce and their refund policy

I first want to start off by saying I have never left good or bad reviews for any company or businesses. I am not an outspoken person and I tend to keep things to myself. However, the past few days of dealing with Charles and Kieth customer service has reached my limit. I have bought three shoes from their website. It was on sale and I really liked them. They had a sizing chart that shows the different size conversions. Obviously I referred to the sizing chart and ordered my shoes. When the package came and I tried them on, two out of the the three shoes that I ordered were way too big to be the size that I ordered. I emailed customer service and they gave me a generic reply asking me to refer to their refund and return policy. I did read through their policy and it said if an item is wronly sent or a defect then the customer does not have to pay for shipping costs. And obviously I have ordered the correct size but the shoe itself was made too big so I basically told customer I am not paying for shipping since I have no way of knowing that the shoes were going to be too large. Basically they first said its not their fault and I kept making a point that it is their fault so I eventually got a refund but for ONE of the two pair of shoes that I asked for a refund. Now, they are saying that I have agreed for a refund of one particular pair of shoes when they in fact failed to clarify that they were going to refund one out of the two pairs of shoes (I have no idea why they would even consider that but whatever). This issue has not been solved and it is ridiculous.