Reputable company with poor customer service

On 15 January 2022, I ordered the corset heel and within 5 days they were delivered. I was happy with the service however, upon trying on the shoe it was found to be a bit tight so I immediately logged a return request. To this date, the shoes have not been collected. It is disappointing for such a big company to lack good customer service. I will never purchase anything ever again from their website.