Bad customer service

I ordered shoes from you, but the size were not correct so I want to return it. The shoes were delivered on time and everything is good except the status of the shoes don't change. It says I must contact customer support, which I did because I can only log a return one the status is "delivered". I first contacted you on 7 May, and again on 9 May but no one has come back to me yet. Is that the way to treat customers? First, why must I contact you - you can only send me a mail and I will reply, unlike you. I have always been happy with your service, but not anymore. And I need those shoes for an occasion, but it looks like I will have to make another plan now as my return will not be in time.