Cotes of London review for AfterShip Returns & Exchanges

So I just moved from LOOP Returns to Aftership as they are quite a bit cheaper. Bad mistake. Their product is pretty bad and the service is terrible. Each stage they said I could not get what I wanted unless I upgraded. I now have upgraded to their top version. Non of the upgrades work with orders that were placed prior to upgrade - thats an issue. Also simple things like just doing an exchange for another product does not seem to work. I have been trying for 3 weeks to see why and currently the answer is that they need the backend team to check - however the back end team are supposedly on a train or bonding course and hence cannot help. I have asked to speak to management but impossible. I cannot believe who runs this company want good business to suffer - which is what is happening to men customers. I just tried doing a return for store credit - again does not work. Just an update - Now 28th October and they have still not solved this simple issue. many emails apologizing and saying they will send this to their back end team. All I want to do is have 2 simple options. Returns - are free shipping but a $15 restocking fee. Exchanges - are free shipping and no restocking fee. Simple right ?