Poor quality, inadequate returns system

Could not find items in my size in store so assistant suggested ordering online (omitting to tell me I would not be able to return the items in store, as it was a department store). When items arrived they were of very poor material, completely different to the material used for the items in store. I returned them in the usual way, including all my details, however neglecting to notice Wallis's very archaic (and not very customer friendly) way of receiving items back. Apparently you have to go online and request a returns number so they can action your return. When I phoned 3 weeks after the return had been made I was kept on hold for 20 minutes and then told I had to wait up to 28 days for a refund. And then to phone back again after 28 days and chase it up if I had not received the refund.
This is dreadful service - most other companies manage to refund items in a timely manner without all this palaver.
Will not be shopping online or in store with this company again.