Bad customer service and negligence

I’m extremely disappointed with your service. I placed an order on the 26th Nov and realized immediately that it’s the wrong size and I emailed you guys to change it to the correct size at that very moment. I received a response back saying my order will be amended. On Monday I see an email telling my the order has been dispatched which means it had not been changed and nobody actually bothered to check the email sent immediately after the order was placed to change the order before getting it dispatched. I was told I have to place another order to get the right size but I have not been refunded till this day. I called that week to facilitate the refund and I was told someone will call me back to assist with this. I did not receive that call. I asked twice about the when I can expect my refund via email before Elise Veldsman told it will only be done once the item is back at the warehouse. Your website clearly states that I should email if I would like to get my order changed but they continued to dispatch the item without checking the email attached with amending orders. I only received the order today. It is still the size I did not desire and this was after I was told the item will be redirected back to the warehouse. No one mentioned or explained that the item had to get to me first before I can start the process of getting my money back.