Cotton On ONLINE is pathetic

Cotton On's online platform is the worst. Their customer service is non-existent. I have been trying since November to get a refund. I have tried their online chat but never got anywhere with that. I tried calling their customer service number, but the calls were dropped. I have tried emailing to no avail. I went into the store and was told they could not help me because I used the online platform... WHAT THE ACTUAL HELL!!!!