Terrible service

I ordered shoes with the on-line store. I called in to make sure that I understood their returns and refund policy which is on their website and I was assured that if you are not happy with your purchase you can return it within 7 days. I wanted to return 1 pair of shoes and when I called they told me to send a mail which I did to get no response. I have since called mulitple times and have sent mulitple emails and there is no response to collect to shoes or refund the money. I was told that once they collect the shoes, I have to wait for it to reflect in their stock then they will refund and refunds are only done on Fridays. I should rather exchange it at a store. Why have a return and refund policy if you are going to frustrate people. This is misleading and shocking service from such a big international brand. It was only when I saw all the other complaints on-line that I realised this is how they work and Im not sure why they think it is acceptable.