EXTREMEMELY Poor after sales service

I ordered shoes and a body warmer online. The very next day the order was delivered to my work place (that was good at least). The body warmer was not a good fit and I took it back to the store (Bloemfontein) as that is an option advised on the website. The lady working at the store said that they "cant to a refund or store credit". I proceeded to complete a form for the reason for the return and all the rest. At present I have not had ANY feedback. This morning I sent an email to the online sales department and I have not had ANY feedback. I phoned the helpline, told my story to a guy named Micah (not sure of the spelling), who promised he would look into it and get right back to me - needles to say that this hasn't happened either. This is not a situation I would recommend anyone to get into...