Can I just get my refund?!

Yoh! Everything went swimmingly with my order on 16Sep, delivery was slightly delayed but well received on 30Sep. Pants are too short and dress has a hole. And then the horrors begin. Can't find them on email, Insta or WhatsApp. Cant find them on phone either so I end up in PTA store. I logged an exchange form on 4 Nov and still no news. Called to find out and the person answering says they must check their system and get back to me, which they never did. 28 Nov I want my money refunded and I'm told to log it online. Their system wont allow me to submit stating exchange already logged on the 4th. I have no choice but to drive 40km again to their PTA store. Just just giving black businesses a bad name.