dissappointment on the poor service i'm getting from Zando

I bought shoes under order number *** and wore them on Saturday for the wedding I had to come back and change as the thread was about to cut. I need to exchange so that I can get another pair but now I'm taken from pillar to post they said I must send an email to *** and I did as instructed but up to now no one responded and when I call the call centre no one is willing to assist and I was not going to send the shoes back but the quality is poor I need them to give me another pair.