My first worst ever online shopping experience

Bought a pair of buy1 get 1 free sandals at shoebox, but there were on the smaller side so had to return them and also paid the courier for the pick up. A week went by and no word from Shoebox If they received my returns or not.after close to a week and some days I called them to ask what's the way forward and from there I fell into a nightmare of back and forth and emails. They recommended a sandal I could order as replacement and I loved the sandal and ordered it immediately and got a confirmation. After a week or so with mo communication, I sent them a WhatsApp to check the order, and they nonchalantly told me that they couldn't process the order as there was a problem with the shoe I ordered, so I had to order something else. Words cannot express the frustration I felt, but I put that aside and ordered another pair, then they asked me for my address which I had already given them. I was completely dumbstruck and shocked at the level of incompetence shown by the shoe Box employees, on the phone the consults were condescending and repetitive, it was my first worstvonline experience and I told them so and rated them as such on their own site. Employees need training if they deal with customers and communication and follow-up is of utmost importance when issue arise.