Bad service

I wanted to exchange shoes at toughees because it was a fitting size, wanted a size bigger, I sent an email to toughees, got a call back that a driver will come collect the shoes, and I should send an email once the shoes are collected by their driver, of which I did as instructed, they will then deliver the new pair. The shoes where collected on the 21st February, I've been waiting since then. I've been sending emails, but there's no response.