Return shoes for exchange

Hello I ordered 2 pair of shoes at Zando, it was delivered but they didn't fit and it my size. I had to return them for exchange and it been 10 days since I take the shoes back still no feedback. I've been calling but you will wait for a consultant for more than 30 minutes, the only thing you will hear is a recorded voice and music after the voice. I've sent emails to complain but I only got one reply that they are doing a follow up.