GOAT review: Customer care/service 2

I received my order 7 days ago. I contacted GOAT that day to arrange to return. I got a response they agreed to refund me once the shoes were received back with them. They highlighted there strict returns policy timings. I am based in the UK.

I registered the return via the app as per the returns instructions and the automatic response suggested I have been emailed return paperwork. I have had nothing. I cannot return the shoes back to the USA without some paperwork for customs. I have since been trying to get the paperwork or at worst some form of response bearing in mind if you do not return your item within their strict timeframe it gets rejected. No one has responded for 7 days to the original support request. So I opened new ones which have been responded to although not yesterdays - the response always totally dis regards the plea for help and simply tells me that they will merge the support request back to the orignial ticket that no one is replying to. How on earth do you get to return something to thing company. The time zone difference means that we are basically a day out as it is. I am so shocked that I am literally just being "parked " and totally ignored. All I need is someone to email me return paperwork. I have been waiting a week. No one seems accountable in this company? does the person who responded once to my initial support request even work there anymore? have they gone on holiday? have they handed over the request? Shambolic...