Timberland online service poor

I bought Timberland ladies sneaker via Happy Pay size was big requested size change and colour change which was agreed to the sneakers where collected on the 22nd July till today theres no communication,wrote 2 emails doing follow up still nothing, twice in the morning the consultant promised to call back and give feedback from 1pm still nothing I called again at 15:30 phone rang to no availe im so disappointed with the service Order #Tim-309674