UTTER DISAPPOINTMENT! TERRIBLE CUSTOMER CARE!

I am so utterly disappointed in the online and customer care support that I have received from this unprofessional company ! I purchased 2 items from them on the 4th December 2019. One of the two items purchased was delivered to me on the 8th December as soon as I received the item I logged a return following the steps on the online website. A few days went by and I did not receive a reply. Worried due to the days an exchange is allowed I contacted customer care. Customer care said that they would start the process and collect the item. I stressed on the fact that one item is still with the company and the other is in my possession . The lady that was assisting me kept forgetting what my situation was , she assured me collection would be done before I leave for my vacation. I also really needed my refund back. Weeks went by and no collection. Stressed, the day before we left for holiday I demanded collection so that refund could be done come the new year. Collection was done, over the holidays on the 24th December (12 days after I logged the return ) by InterTown. Come the new year I still do not have my refund . I call the customer care, they said they don’t have the item. The company lost it. How is that my problem???? Then the courier company came to my house three times in January Without permission or warning to collect the item that they ALREADY have! I told customer care this but nothing changed ! Yesterday the 29th January InterTown brings back the item that they picked up on the 24th December! What must I do with an item that I have returned ! Customer care can’t help me nor do they allow me to speak to their manager ! So now more than a month after I logged the return, I do not have my money back! I don’t have ETA, and I do not have any help from your company ! How can this be so difficult?? They won’t even refund me for the item that I did NOT even receive ! I will not ever shop from your company nor will I recommend you to anyone! Get new staff in your customer care because clearly they DO NOT CARE ! Nor are they helpful! When I ask who I can speak to NOBODY knows !!! What is this!!!