ZANDO - DOLCE VITA BLOCK SHOE

I bought poor quality Dolce Vita shoes which I returned to Zando. I wanted the shoes to be inspected and replaced. Zando requested that I send them and after collection they accepted my return but never refunded me back my money or replaced my shoes. This is just a reap off. On another occasion I paid for an order and after a week of confirming my order they notified me that my boots were out of stock. I am a loyal Zando customer but they have failed me this time around. As a loyal consumer, is it my fault is a pair of shoes if of poor quality especial a Dolce Vita brand. I tried to send emails bit nobody responds. Poor customer service. My last order I got it after 2 and half weeks no feedback nothing.