New Balance SA *******ly Refuses Refund

I hope someone reads this, because I cannot explain the frustration of not having a contact number to speak to someone! I ordered a pair of shoes off the NB website, when they arrived they were just too big. I submitted a return and have been waiting for a month for them to be collected after being promised by Adrian Louw (employee there) that this would happen on the 23rd June (weeks after the return submission and I have written proof). I am now told the return cannot happen because a month has passed and the terms and conditions will not allow it to happen. To add to this frustration they are accusing me of wearing the over-sized show because the photo taken was to show the shoe not fitting. These shoes have never touched ground or left the box since the first 10 minutes I received the delivery. What's disgusting about this whole ordeal is how I have been asked by the team to resubmit the return to create a new ticket, which I did, and have been patiently requesting some feedback on when it will happen. I have no way of getting through to anyone and they ignore my emails for weeks on end. I have managed to get a response on twitter but they also went quiet when I was asking for something to happen.

What's sad is how I only wear New Balance sneakers and have bought a lot from this online shop (www.newbalance.co.za) but if this is how brand's behave, and treat their loyal customers, then I want nothing to do with this company.

I really hope this gets some traction before I am forced to take legal action as I have a solid date-stamped paper-trail with evidence of the return being approved.