My exchanging returns experience was non-existent

My exchanging returns experience was bad as I filled out the form correctly asking for a size bigger in the same boots I wanted only to find a refund in my account. I then had to go out of my way to contact customer services to solve this problem and they told me I had to redo the whole order basically. So the exchange return option I clearly selected was basically non-existent instead it was just a refund.