Crocs SA worst service I've ever received!

I have experienced the worst customer service ever from this company. They have absolutely no regard for customer service. My initial order was on the 18th May 2020 and was delivered on the 20th May 2020. On this same day, a request for the exchange was made on the channels as per their exchange policy. Until the 6th June 2020, no response was received. I had sent several emails and contacted crocs head office still with no response. On this date finally I got hold of Meagan and had to pay R70. I have never heard of having to pay for a exchange? I called on the 17th and was promised the items would be collected on the 18th which it was not. Today is the 22nd June 2020 and to date the items have not been fetched or exchanged. I am at a loss of what to do and no response has been received .