Bad customer service

I bought clothes from shein, at first they delivered a package that had missing items, I contacted them they were like there was nothing that they can do because their records show that the clothes have been packaged, days later I contacted them and thats when the decided to deliver my stuff package. I told them that i do not like the quality of the clothes since it is not as described and now they are refusing to refund me as per their policy that if something doesn’t satisfy you it must he refunded, I opened a ticket using *** email and guess what? I opened the ticket on the 13th June till date it hasn’t been solved. It takes the contact agents 24 hours plus before responding to you. This is very bad