Poor service and quality of shoes is not up to standard

I'm so disappointed in the service bit kingsmead.

I order shoes, on the arrival the shoes that was sent to be had no straps attached to the shoe, I tried to take it back in store I was advised that I need to contact the online team and they will arrange for collection, I did that shoes was collected was promised by refund but still haven't received it.

Why is it so easy to take our money but so hard to process or refund our money back to us.