unresponsive customer service

my friend placed an order on spree for a pair of shoes, she ordered a size 6 thinking it would be a UK 6 however received a US 6 which was a size 4. She called the call centre to remedy the situation and the swapped it for a size 8 which by the precedent would be a UK6. The second pair sent was a UK 8 and way too big. Clearly there was a mess up in the first place. Since then spree has been unresponsive on their emails as well as live chat on their app. Now the shoe is sold out, she does not want a refund but simply the shoes she ordered in the first place.