NO REFUND/ fault on shoes New balance

I ordered the 247 Modern Essentials Pack (order number: # ********** 43 . When we received the shoes after Christmas there was a factory fault on the shoes ( one was bigger than the other).

We requested them to collect it and to refund us. We waited to weeks for the collection to take place.

We phoned NB in the end of January telling us that they only received the shoes on the 21st of January and that they will attend to the refund immediately.

We called them again on the the 1st of february. The consultant told us that she didn't find anything on the system regarding a refund and she took our number and would phone us back .

Not satisfied with the service of delivery from New balance , and the worst is that there was a error on the shoes.