Bad customer service

The communication in the company is the worst experience I have to deal with, I spoke to Wesley who handled my complaint last time, so this time one pair of the shoes I bought was supposed to be returned back as the size does not fit, so I said since you have the shoes online, let me buy it as it’s for my twins, then you will refund me for the one that the size does not fit, he was like send me your order number once you placed an order and I will arrange a drop off as I will be collecting the shoes in East gate, this is something that happened this week Monday, after our telephone call, I placed an order, I did not receive the order confirmation, later that day, I sent him an email that I have placed an order but not confirmation, he did not reply, so I contacted the customer service, which is also a process, cause they now have to link the payment as the payment is hanging somewhere in their system, image the effort nightmare for online shopping. I then send him the order number as agreed today is Thursday (08/08/2024), no email acknowledgment, no feedback from Wesley, I checked if a return was booked as he has promised non of that has been done. I even call yesterday, no answer, left a message for him to phone me back in the morning, he did not return my call. I have never had this experience more experience online shopping where each an every process is a nightmare, from buying you have to call in before they issue a confirmation order, to following up on the status of the order cause it takes about almost 2 weeks for them to finalize everything, that’s half a month.