Pathetic service

Bought a school shoe online on the Toughees SA website. The strap is way too small and it is not adjustable, don't even think a quality check was done as I have bought the exact same shoe the previous year and it was perfectly fine. I logged a refund on their website over a week ago and to date I have not received any feedback. Pathetic service, no customer support whatsoever. The email confirmation of my request states 48hrs, it is now over a week.