Realisation Problems (Scammed?)

Just a rant about my recent experience with Realisation Par's official website and the order I placed with them. TLDR: Realisation took hundreds of dollars from me and didn't ship my order after 2 weeks, and also doesn't respond to emails. Long story: I bought several things from Realisation and looked to exchange it. They don't allow order changes once you hit the purchase button so you're forced to pay extra return costs for exchanges. I shipped it back as soon as I got the package and it's delivered back to them after 2 days. 2 weeks later, and I've not only never gotten my new order, but I haven't even gotten any email confirmation that they've received or processed it. Their website specifies they will take up to 5 days, and it's been over twice that timeframe now. I've emailed them over 5 times, and while one customer service representative responded, they IGNORED my question about the exchange status and instead gave me a discount voucher (which when I tried, didn't work! Naturally when I told them, I was ignored too). It looks like I might have to file a chargeback. I'm pretty sure they just stole hundreds of dollars of my money and ghosted me. For such an expensive dress company, they're run horribly. Where does all that money go? I love Realisation dresses so much, but all those negative reviews about the company are right. It's an awful experience.