BAD CUSTOMER SERVICE S

I bought shoes return the first pair only to find out a week later the other pair is faulty logged a return no one came logged a second still nothing happened up until I lay a complaint. They phoned saying there is return logged on my names they will assist I send the need info for the to proceed since from 20 Sept no call, nor collection I am stuck will a faulty pair of shoe Nishaat is no longer taking or returning my calls