Terrible After Sale Service

I've been a customer for years, but lately they have been very sketchy, items that advertise "Hassle-Free Exchanges & Returns for 30 Days." not living up to this commitment, bought a pair of shoes which I could not even get on my foot I placed an exchange for and it got rejected, how is this even possible, there is no wear or tear on the product and I requested an exchange on the day of delivery and sent it back in the same packaging and even the same box it came in the very next day, this is such a bad customer service experience and it is not the first time.