Faulty Shoes purchased online

I have been trying to log a return for a few days for a faulty pair of loafers I purchased online and have no response for weeks now. It was for a click and collect order, but nobody can tell me what steps I need to follow in order to get this rectified. I am sitting with two different types of shoes and nobody can help! This is ridiculous and I will think twice when purchasing online again. Your customer service is appaling.