Bad Service Return # ***1

I purchased shoes online and took delivery of them on 16 August 2017. Unfortunately they were way too small and I requested a return on 20 August. After receiving no feedback, I sent several emails requesting an update. On 28 August, I received a mail from Zusiphe, who requested I pay the courier fee before the shoe can be collected. I then informed her, that as per the return policy the money will be deducted if a refund is requested. The shoe was then collected on the same day. To date I have not received any feedback on my refund. I emailed Zusiphe on 4 and 5 September and received no response. I shop online often and have never received such terrible service.