Pathetic online sales service

During the search for a specific shoe, I found that online, total sports makes no mention of what sizing they use when advertising. Prior to purchasing the pair of shoes online, I phoned into total sports online sale, and was advised that US sizing was advertised. So I then placed an order according to US sizing. My shoe arrives today as per UK sizing. 2 sizes too big for me. Then when enquiring with the online support team, they are unable to, in real time, assist me in a show swap for the correct size. And inform me I may have to return the shoe. Not contingency plan for the actual size I want. I have made enquiries into my local total sports if they have the shoe, and they don't, yet I'm still awaiting a call from online support staff to deliver the very same information.