Baddest service ever

I received and order on the 7th of November i the item was big i then lodged a return since the 7th of November they have not came to collect it even though their policy is up to 7 days. i called last week they said i must wait for 14 days i fillowed up today they are telling me the lodgment is closed because they came on the 22nd and i was not here around 16h00 which is a lie no one came and no driver called me or them notifying me about the collection. i am here not knowing what to do . I even asked them to give me the details of the drive so or refernce so that i can querry i am not getting anything which shows that it's a lie they never came and they dicided to cancel my request for no reason because they do not want to do their job