Pathetic service regarding a reorder and then eventually a return!!

i purchased a shoe on your site on the 11 November 2017 but it did not fit so i emailed for reorder of a different size. It took FOREVER to get someone to respond to my email and reorder the new size. I tried phoning multiple times but could not get a hold of anyone in the contact centre. The new size was reordered as shown on the system but under my profile it said it is awaiting payment for the full amount of the reordered shoe even though i have already paid for the item and just wanted a different size (I bought the shoe the day before black friday and it was on sale). The reordered item was cancelled on accounts of non payment as i refused to pay the full amount for something i already payed for. Again, it took forever to get a hold of someone at Zando, eventually i got a hold of someone in the call centre, i think her name was Claudia, and she said that they can no longer send my the correct size as the item was no long in stock!! (perhaps if someone answered the phones or responded to my emails i would have received the new size). The lady i spoke to said that she will get someone to collect the shoe by the 2nd January so they could process my return . No one has come to collect the shoe since then. i have phoned multiple times again and emailed but still no response. Can someone please collect the shoe so that i can get my refund. i will not be purchasing anything from Zando going forward as the customer service is appalling. They are very quick to have sales and Black friday deals but cannot service their customers :|