Poor service for Shein returns

I logged a Shein return mid July and it still has not been collected. The contact number given when logging the return on Shein goes to voicemail. After trying multiple avenues to get some answers, I was finally able to contact Buffalo who told me to wait, someone will collect it. It was the same when I contacted them the second time, which was 2 weeks ago. As a result my refund remains on hold.