Worn Down pair of shoes

I bought a beautiful pair of black boots at Madison online shop on Monday the 13th May. I received my shoes on Wednesday the 15th however the shoes have been worn a lot of times before. This was evident as 1. Underneath the shoes were scratches 2. The neck of the boot was creased and dirty 3. The back of the heel showed that the person who was wearing the shoes was driving with them. So I requested to return the shoes same Wednesday night and they were collected Thursday during the day. Now the problem is I can't get hold of Madison, the email ********** bounces back. I have been calling their number and a lady answers and tells me she will email Madison about my query, this has been happening for the past week. I have not heard anything from Madison regarding my refund or whether they will be sending a new pair.

Please resolve soonest!!!!