Disappointed in Superbalist's customer service

I bought an item in December last year and it didn't fit. I completely forgot about it as December is normally hectic. I explained everything to Zimkhitha(online assistant) at Superbalist and ask for an exchange. She straight away refused the exchange without escalating it to the correct dept. I then informed her that I would contact Hellopeter, still nothing. I have buying quite a lot of items from them and this is the first time I ask for assistance