Bad Service

I'm extremely unhappy with the way Fashion Fusion has dealt with my issue. I called them yesterday after trying so many times to get through. I got through to one lady, i told her that i bought 2 coats online but they are both small so i'd like to make a size exchange. I asked her if i could return them to their store which is close to where i work she said i'll have to present a receipt which she will forward to my email address. I am still waiting even now. I called again this morning it keeps saying all their consultants are busy.