Croc's On-Line Store - After Sales Service is non-existent !!!

I refer to my online order # 25789 I ordered 2 pairs of shoes online, which were delivered in a timeous manner on 15 April 2018 Unfortunately the shoes were too big and I immediately requested an exchange, I eventaully received a response from Jeandre on 20 April 2018, after numerous emails and contact with Croc's online chat, that the shoes would be uplifted and exchanged. On 3 May 2018, again after numerous queries as to the status of this request, I asked that the shoes be uplifted and my money returned. Jeadre apologised for the "poor service" and said she would see to it that the refund was done immediately and that the shoes would be uplifted. I contacted Jeandre again yesterday 9 May 2018 as I have still not received my refund nor have the shoes been uplifted, again I have had no response. This is not the type of service one would expect from a highly sought after brand and I can only advise other customers, that unless you are completely sure of the size you require, NEVER purchase online because their after-sales service is non-existent. What makes me most angry is to apologise for "poor service" and then to carry on giving "poor service" !!!