Useless customer service and poor service in general

Recevied an SMS on the 28th of May that a return parcel would be collected within 2 days. Been waiting since then with the tracking info on the website still stuck on Order Confirmed. Tried the Whatsapp number with no response from a human operator, and after 3 dropped calls and about 45 minutes of being on hold got through to a service rep only to be told that we need to wait between 7 to 14 working days for someone to collect, meaning the parcel will not make the 14 day cutoff allowed to return the package seeing how it's already been 7 days since the return was logged.