Stolen Dress

I feel compelled to share my absolutely terrible online shopping experience as a warning to potential customers. Dealing with returns and exchanges should be simple, but with this company, it became a complete nightmare. My conclusion about the whole ordeal is that it was the
Unbelievably worst online experience , I sent a dress back for an exchange due to it being to small , they kept the dress & was never compensated nor did they return any of my calls or instagram comments !!!
After weeks of silence and frustration, I had no choice but to leave this public review and desperately try one last time to engage customer service to find out what happened to my missing item and money.
Customer: I am calling because I need an immediate update on my exchange (Order #12345). I returned the dress weeks ago because it was too small, and I have received absolutely no communication or compensation.
CS Rep: I am so sorry to hear about the frustration and silence you’ve experienced, ma’am. That is absolutely unacceptable, and I apologize that we failed to return your calls or respond to your social media messages. Let me pull up your tracking information now.
Customer: You need to understand that you kept the dress, and I was never compensated. I essentially paid for something I don't possess. What is your immediate solution? Are you processing a refund or shipping the correct size?
If you have any questions pertaining to where and ways to utilize www.gracequeens.com, you could contact us at the website. CS Rep: I see that the return was received, but the exchange was unfortunately never processed. We failed to notify you of this issue. I am initiating a full refund for the original purchase immediately, which will take 3-5 business days. We will also include a 25% off coupon for the extreme inconvenience this caused.
Customer: I appreciate the refund finally being processed, but I hope this issue of completely ignoring customer outreach is addressed internally.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.