Overall bad experience! USELESS customer services!!

I bought vellies in July 2021 and only received them on the 10th of September, with numerous messages to them asking when the product will arrive. A lot of excuses were made. Nevertheless, when the shoes arrived they were to small. So they agreed to take the shoes and exchange for a handbag. Today is the 3rd of February, I still have not received my handbag and they refuse to give me a refund.