Not a happy customer

I ordered vellies as a Father's day gift in last week, when I arrived at collection the shoes were big I returned it, on collection on the 17th a size 13 arrived instead of a size 7. I phoned the office and the guy said he would send me an email and give me call back and that wasn't done. What the reason for the wrong size was I have no idea. On the app the delivery doesn't update nor the return process. I'm not sure what is happening with this order. Can I please have an update as it has become very frustrating