Bad Customer Expirience

Ticket number 53912. Logged ticket for a refund and was advised the agent would contact us within 36 hours. The ticket was logged on the 6th of August. Nothing happened till we started making calls and Goods collected after 2 weeks and we told the courier just didn't bother to arrange collection. It's taken 3 weeks for us to get a refund and this could have been easily done in a week. As a customer to continuosly calls on a daily basis to ask people to do their jobs is extremly furstrating. Worst service received from them.