Disgraceful service from Buffalo

Appalling service

Return was logged on the 25 September. Despite queries on their WhatsApp line, email to their support line and calls I have now been told that the collection was cancelled. But they are unable to tell me by whom!!! And I'm told to relog a return. But I am unable to do that as the period for return of my items has now expired!!!and I am now stuck with the items because of the shoddy service from Buffalo