OneDayOnly... appalling service!!!!

I waited ages to get my order. When I eventually got it, the boots didn't fit me, so I immediately emailed to return them and to be refunded, like any other normal online business works. I keep getting emails saying that you are experiencing high volumes and will get back to me asap. No one has bothered to come back to me. It's been over a week. The funny thing is that when I posted about it on Facebook, many of my friends said they are experiencing the same issue. How do you run a business?? How are you still in business?