Shocking Service

My mother ordered shoes from MSH for my birthday. I'd wanted these shoes for ages. In fact I DM'd MSH months and months ago about them being restocked and got no reply. My mother ordered a size 5, because their website states their sizes are standard SA sizes. She received one size 6 and one size 7 shoe. Neither fit, and are both far too small (So, not standard size) I've emailed MSH thrice in the past 2 weeks, sent countless DMs via their Instagram page (no other contact details are publicly available) to ask for an exchange. I hate having to write a review like this, particularly because I believe in supporting local. But, unfortunately, I have received no replies to my emails nor a helpful resolution via DM over Instagram, just promises of contact being made. I am a Healthcare worker slogging through a Pandemic, so I am often only able to contact them after hours, to which I get passive aggressive replies, and no resolution emailed to me during working hours. I don't have the time to run around after a business who has sent me the incorrect product, yet has the time to post on Instagram, answer post comments, etc. I want the product that I was advertised would fit me and I paid for or my money back, is that so difficult to get right?