Freddy never again online purchasing

I purchased a pair of pants for my wife, using the size she usually gets from Freddy order no. 5256. Due to the difference in material, these were too small and so i arranged an exchange online and via email with Celeste Hyde from The Rags Group on the 11th April. All communication went well until the returned pants were received and i had made the additional payment for the difference in pricing of the new pants my wife wanted. This was done on the 25th April. Celeste then claimed she fell ill and said that she would arrange for the package to be collected on the 3rd May. After not receiving any courier tracking notifications nor the package that week i then contacted Celeste again via email on the 8th May to confirm if the package was sent. She apologized and said it would be sent tomorrow-9th May. I still have no tracking information and Celeste is not responding via email, whatsapp nor answering telephone calls