Soviet disaster service

I purchased sneakers online for my daughter on the 24th of December and didn’t get an response, apparently their offices were closed but they didn’t update their website I requested for a refund they only responded on the 10th of January and told me to go to the store meanwhile I bought the shoes online and I have a newborn till to date it’s a back and forth they don’t want to refund such terrible service they are bad to deal with.