Awful service from Yellow Sub Trading

I am extremely frustrated with the pathetic service I have been receiving from the above mentioned entity.

I bought Cinderella shoes and the quality was **********, I informed Nasir about it via email and I was dismissed with an email saying “I’ll arrange for courier to come and collect your parcel”. No apology whatsoever.

I then had to send number of emails as well as call them to follow up with my new pair of shoes (no one bothers to respond). It’s been more than 10days and I haven’t received my new pair so I decided that I no longer want the shoes anymore- I requested for a refund. I spoke to a lady by the name of Nomsa (very kind) , she assured me that my refund will be processed on Saturday (which was not) ; I then had to call again on Tuesday and follow up ; she said she’d call me 1st thing Wednesday morning and she didn’t.

I tried calling them again this morning ( it’s been going straight to voicemail) ; I waste my time and send an email (no response)

What irks me is that we try and support such businesses with the little money we have but when they are at fault; they will not take responsibility and they give you the run around. Is this how customers should be treated?