Shocking shocking shocking

I ordered a Merrell Parka online before Christmas, and had to chase for an update on status which I did by email as recommended on the site and never received a response. I called a couple of times to be advised that I was 7th in the queue and held on for over 30 mins waiting to speak to an advisor. My Parka arrived and thankfully fitted and is nice to wear - except for the fact that each time I do wear it I am covered in hundreds of small feathers so am unable to wear the coat with dark clothing. I have emailed and have not had a response and I have called and struck lucky as I was only 2nd in the queue. I eventually spoke to an advisor who said that they have had a few complaints about this coat and that if I wanted to return it for a full refund that this was ok. I asked the advisor to put this in writing in an email, she said that she would do this by 16:00 on the same day, I am still waiting and am reluctant to send it back without this as I've read all of the other reviews about this company. Absolutely dreadful, I would never shop here again and would advise everyone else to avoid it like the plague.