Online retailer ignoring customers and orders

ATOMICPINK

I purchased an item of clothing from Alice Vandy at the end of August - at checkout it stated First Class Royal Mail Delivery

Approx 2 weeks later it still hadn’t arrived so I contacted the store and they apologised. After a few emails and another two weeks later I finally got my parcel. I was annoyed it took 4 weeks. She popped a pair of leggings in as a “free gift” to apologise

Unfortunately the item of clothing I purchased was too small and see through-unwearable . I contacted the store to ask for an exchange. She said that was no problem, and I gave her the details of the new item. Some of her stock online didn’t match up with that she actually had in stock so she said she would check what she had in my size and get back to me.

This took again another few weeks. I sent emails, she even telephoned me because I got angry with the whole thing on Twitter. She said she would send a few items in my size to try along with a prepaid envelope to return the original item and what I didn’t want. (?)
Needless to say this hasn’t happened and it’s been 3 months since I made the original transaction, stuck with an item which is of no use. She’s claimed she’s sent it out but hasn’t given the tracking number. She’s ignored emails, all social media channels.

It transpires that I am not the only one, and I’ve found another few customers who have received nothing at all, and these issues have gone on from 5 months to a year. This woman has the same behaviour with them all - lies in emails, makes promises. Nothing ever arrives. Reviews are popping up online.

I honestly don’t know where to go from here. Payment was made by debit card in my situation - others have paid by credit card. I’m stuck with stuff that’s of no use to me but others haven’t received a refund or clothing.

Any advice? :j