Very bad service

Good day,

I placed and order online from Foschini order P*** on 22 June 2020. In that order there was a pair of riding boots and I ordered a size 6, but when the item arrived it was too big as so I called in and asked if it could be exchanged. I was advised that it could not be changed but they will collect the item and refund my account and that I would need to reorder. This is what I did and they collected the returned item on the 9 July 2020 and New items arrived order p*** but no refund to this date has been made on my account. I have emailed on numerous occasions to which I received one response saying I received my boots. They did not even bother to look into the matter. I have pictures of the Fedex Driver collecting the item on 9 July with the number plate details, which I can send through as I new this would happen!