Poor customer service

My wife has purchased a pair online for our daughter, that was the 8th of December 2022. It was intended to be a Christmas gift

Purchase was processed then later lawyered there’s no size.

On the 10th my wife received an email asking if she wants a refund. Today is the 6th of January 2023 with no payment made.

Today she receives an email with a suggested POP - Email has no attachment