Bata - Nonexistent customer service

On September **, I ordered a pair of sandals from the Bata website (Order No.********) and prepaid via debit card. When they were delivered, they were too big, but I found Bata's policies allow for exchange in such circumstances. On September **, I e-mailed the given customer service address with the details of the sandals and the order number, and asked about exchanging for a smaller size. In response Bata e-mailed saying a new ticket (BM-*****) had been made and I would hear back in three days.
On September **, I replied to this e-mail saying I had not yet heard back. On September **, Bata sent an e-mail (ref. no. *******) which said I should send photos of the "damaged article." I was confused and replied saying that damage was not the issue. There was no response.
On September **, I once again replied, reiterating the details of my concern, the type of shoe I had bought and that I simply wanted to exchange for a smaller size according to Bata's own policies. There was no response.
On October *, Bata sent another e-mail that word-for-word mirrored their previous correspondence. They once again asked me to send photos of a "damaged article." It was clear that this was a generic canned response, and in two weeks no one had bothered to even read my previous e-mails.
When I went to the company's social media in hopes of getting a better response there, I saw dozens of others were dealing with the same lack of customer service and senseless auto-replies. Many had apparently been trying to get refund for months, and like me were wasting their time on top of their hard-earned money.
Bata has long been a trusted brand. That they are now making it a practice to treat customers poorly and take their money without providing a basic level of service is shameful and fraudulent. Such a company should not be allowed to operate as an e-commerce site.