Appalling online service on a dress with a factory fault

I bought a dress online and when I was about to wear it, found out that it has a hole along the side stitch.

The agent that dealt with me was very rude, he didn’t want to give me the return policy and told me that I must take a pic, send it and they will take it from there.

I took a pic, they fetched the dress. They said that they don’t have my size, I asked them to send me a size smaller since the dress was a bit big. I was told on email that they can’t do that since it will cause a discrepancy on the system, I didn’t get the excuse but they promised me the refund. That was on the 20th of January.

I sent a follow up email on the 2nd of February since I had not received the refund. I received an email that they will follow up. I have not received an email giving me feedback and I still don’t have my refund.