Rack Room Shoes review: Exchange service/process with rack room shoes

I reached out about getting an exchange for a pair of shoes we purchased for my child because they broke only 2 weeks after purchase. I was instructed to send in photos of all angles and to wait 48 hours for a response. Two days later I had heard nothing, so I then contacted them again and was told that they were sorry, but they had no way of contacting the individuals that made the decisions on the cases. I then waited one more day and called again where I eventually received an email that stated my exchange had been approved. That was on a Friday, I then heard nothing until the following Tuesday where they said a shipping label would be mailed to me. Three days later I had not received any update regarding the arrival of that label, so I then called. The gentleman answered my call and said that for some reason every time someone had spoken with me whether it was via chat, phone, or email they had started a new case. He claimed to have gotten it all straightened out and that I would be receiving an email in no more than two hours and that he apologized for the mix up. Six hours later I had heard nothing and called again. I was now told that my contact information was no longer in connection with any case and placed on hold. I am still waiting to hear when I will receive the new pair of shoes and the shipping label for the return!