MSH - more like My Shopping Hoax?

This online store truly sells some beautiful garments, so it is greatly disappointing that they cannot keep up with delivering some basic customer service.

On their website: "Our sales staff shall assist you to find your perfect garment! No refunds." - They don't have a customer phone line and they barely reply to emails on the 1 email address they publish on their website. On a few of my purchases, I had sizing questions which were only partially answered if I was lucky enough to get a reply! "Do we do exchanges? YES we certainly do! A shopping voucher or exchange is always welcome!" - Yet their system of properly dealing with an exchange is NON-EXISTENT. Over a period of 2 months from the initial purchase, I had followed up via email countless times to finalise the exchange and see if/when the exchange items might ever be sent. After no productive replies, I resorted to sending them DM's on social media. After no replies to the DMs, I started commenting on their social media accounts which after a few times got their (her?) attention. I was told not to comment on their social media because "it is a separate department to the exchanges/ orders handled over their email" - hello it's 2018 and the only way to contact this company is via email or social media, so of course I am going to use social media. I never received my exchange items in the end and resorted to (demanding?) a refund because they just could not get it together to deal with my exchange or reply to my communication to them.

It's too bad, because they do have beautiful garments but it is not worth the headache or risk of ****************. What a hoax.