Unreliable Store, Unreliable service.

I ordered 2 x size 34 pants, waited just over a month for my order to arrive, when it arrived, there was only one pants in the package and it was a size 36, not 34. I logged a query with them and received an email with a reference number . after numerous emails and 2 phone calls later, I am no closer to getting a refund. the last correspondence said that their return policy says they will collect the parcel from me within 7 days and once they have the parcel in hand to verify, they will process the refund.Its been 9 days since that correspondence and they are not answering emails or making contact.