Has anyone dealt with Eastbay and some of their RIDICULOUS policies?

Sorry if this is the wrong place to post this but I'm pretty pissed. I know Eastbay is legit. It isn't some kid selling on the Internet. But I ordered Jordan 9 Birmingham's and got a pair of fake Concord Lows. I took photos right away: 

I obviously email them to complain - I figure hey, $10 giftcard or an apology. Instead, one guy, after seeing the photos - notice those Eastbay boxes and their stickers and crap, says "Eastbay doesn't sell counterfeit items." A second guy responds and is all apologetic and cluelessly says if I send them back he'll exchange them for the Birmingham 9s in size 8.5 that just happen to be available. They provide return labels. 

I return it and after a week, I ask what's going on and I'm told: "[if gte mso 9]><xml> <o:OfficeDocumentSettings> <o:AllowPNG/> </o:OfficeDocumentSettings></xml><![endif][if gte mso 9]><xml> <w:WordDocument> <w:View>Normal</w:View> <w:Zoom>0</w:Zoom> <w:TrackMoves/> <w:TrackFormatting/> <wunctuationKerning/> <w:ValidateAgainstSchemas/> <w:SaveIfXMLInvalid>false</w:SaveIfXMLInvalid> <w:IgnoreMixedContent>false</w:IgnoreMixedContent> <w:AlwaysShowPlaceholderText>false</w:AlwaysShowPlaceholderText> <woNotPromoteQF/> <w:LidThemeOther>EN-US</w:LidThemeOther> <w:LidThemeAsian>JA</w:LidThemeAsian> <w:LidThemeComplexScript>X-NONE</w:LidThemeComplexScript> <w:Compatibility> <w:BreakWrappedTables/> <w:SnapToGridInCell/> <w:WrapTextWithPunct/> <w:UseAsianBreakRules/> <wontGrowAutofit/> <w:SplitPgBreakAndParaMark/> <w:EnableOpenTypeKerning/> <wontFlipMirrorIndents/> <w:OverrideTableStyleHps/> <w:UseFELayout/> </w:Compatibility> <m:mathPr> <m:mathFont m:val="Cambria Math"/> <m:brkBin 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5.4pt;mso-para-margin:0in;mso-para-margin-bottom:.0001pt;mso-pagination:widow-orphan;font-size:12.0pt;font-family:Cambria;mso-ascii-font-family:Cambria;mso-ascii-theme-font:minor-latin;mso-hansi-font-family:Cambria;mso-hansi-theme-font:minor-latin;}</style><![endif]StartFragmentOnce your return is processed and if it is shown that the product you received was in fact the incorrect one you should receive the refund within 3-5 days. This time frame is mostly dependent on your bank. It appears that you spoke to a previous associate over the phone and were informed that if the product was fake we would not accept the product."

I said that doesn't make sense because you sent me the product, and we can check the weight of shipping to and fro to confirm (in addition to the Eastbay-looking box and in addition to the fact that I was a platinum member and bought and returned  a stupid amount of items without issue). 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She says: "I had already checked and the weights did match. Until your return is reviewed by our returns department there is nothing we can currently offer you in terms of compensation. I am sorry for the inconvenience." 

Am I misunderstanding something or does that mean they sent me something I paid for, I sent the same thing back, but I won't be getting my money back?

I'm 99% sure this will be fine, besides the two hours I spent looking into this and not getting the 9s but is this some messed up customer service procedures? To be fair, I've purchased so many pairs of shoes from Eastbay and never had an issue. 

I hope you guys don't have this issue, especially if it is a shoe you wanted and they're basically trying to see if you'll be okay with just losing the money. This is the most messed up big company policy I've dealt with buying sneakers.

The worst thing is I'm still stuck with gift credit from other returns.