No customer service priority

I recently purchased heels from Shoebox Online(Dodos shoes) I had a change of mind and asked for an exchange which was quite swift, email responses and everything from delivery to collection for the exchange was swift. After receiving the exchange pair it seemed one shoe felt bigger than the other to which I requested and refund instead, The shoes were collected the very next day. I have been in touch with Nikita Voges from their head office and she was very helpful initially. After I requested a refund I noticed I would have to beg for feedback. Eventually she would respond to my emails after me having to ask why they don't respond or give customers any feedback(I also advised her the return is not trackable) she responded saying that she is following up to check if their warehouse has received my return and the refund will be processed before close of business today. That was 11am this morning and after that the responses stopped again. It is now 6pm, still no refund and no response from Nikita. I find this very unprofessional. She could have communicated with me to let me know whatever the situation might be instead of ignoring my emails. Last time I will be ordering from them because as a customer I like constant communication and feedback with regards to things I paid for. Disappointing customer service!!