Poor customer services

I bought sneakers vans south Africa online for my son, he wears size 12 and decided to buy size 13 since size 12 is a bit tight, unfortunately,it didn't fit him. Problem started when I wanted exchange, first ,there was no return option on their website, secondly size can't be exchanged but offered refund, the person who assisted me telephonically managed to log a return for me on the 21st Nov 2023 and promised that the courier services will pick them up, I thought my problem is going to be resolved, to date, the courier services never pitched. If I don't communicate with vans online ,they remain silent and do not update. I am so disappointed and will definitely not recommend them to anyone to use their online services. Worst part, you can't exchange in the in-store, apparently, they are not working together. Their customer service is very poor 👎👎👎