Refund request a nightmare

We love buying on bid or buy. You do get great deals there but if you need to return an item the support network is not that great. A lady did try and help us at first but eventually started ignoring our emails. Dealing with the seller is a worse nightmare which is why we turned to bidorbuy customer support for help. Been neary a month and the faulty item has not been picked up, still waiting for a refund of R2500.00. Utterly disappointed and won't use bidorbuy again due to bad communication and difficulty resolving issues.