Bad service from Zando

I have never received such poor service from Zando. Placed an order on 26-Jul-2019, and they confirmed payment they received from me. According to their delivery policy, they deliver between 5 - 7 working days. There was no communication at all about where my order is, I only received communication from them when I follow-up. I finay received my products after 12 days, when I checked, one of the products they shipped was not what I ordered, one of the sneakers was damaged. I couldn't log a return request from their site due to the fact that they didn't update the status of my order that it was delivered. I sent another email complaining about this. I then decided to speed up the process and rather call, I made a call and was told I will get a refund for the shoes since they are out of stock. Should they have adhered to their delivery policy, I might have been able to find the product I initially ordered. The lady I spoke to on the phone said she will escalate the issue to the right people (this was 14th August), I'm still waiting for their feedback even today, no contact or whatsoever from their side.