Careless and stupid mistakes

I bought shoes - size 11 Ben Sherman Freddie navy shoes, order was quick only to find out the box is written size 11 but the shoes were size 12. I then requested for them to fetch the shoe and send the right size. a week later they did the same mistake. Shoe box written size 11 and size 12 shoes. I then returned them and requested for refund. I still have not even received apology or my money back. I will never recommend them to anyone. This is a careless mistake repeated twice on one order. With no sense of taking accountability. Ben Sherman must find other solutions for online buying. Superbalist please give my money back.