Shocking Customer Service

Shocking customer service. I have called in 3 times to get shoes I bought sent back and get a refund and it still says that the shoes are being shipped on my profile after they have told me on 3 different occassions that they have changed it. I have been holding now for 10 mins a time only to be cut off. No one has answered my mail that I sent 4 days ago. I love the shoes on your site but your customer service is the worst ever