Poor service / system error

I ordered shoes from The Shoebox and received them last week Friday. When I tried them on, they were too small. I immediately went onto their website to log a return, but the system still shows the shoes as "on the way to me" and won’t allow me to proceed.

I emailed their support team and explained the issue, but they kept referring me back to the same faulty system. I also sent a WhatsApp message, and again, I was told to use the system — even after I clearly explained it’s not working and shows incorrect status.

Now I’m worried that the 10-day return period will pass, and I’ll be stuck with shoes I can’t wear, despite trying to return them immediately. This is unacceptable. I need this resolved urgently — either process my return manually or update your system to reflect the correct status.

Nokuthula