Appalling customer service

I ordered a pair of vellies recently, when I received the order the shoe was way too tight. I returned it instore only to find out that they cannot refund me in cash. I then had to log a return, while doing this they were explaining that their shoes are tight at first and customers must allow them to stretch blah blah blah. When I followed up on my refund I was told that the finance team is out of the office for a week. I guess that's what they call customer service. I am still waiting on my refund, I will never buy from them again.