Cotton On - terrible and inept customer service

I logged a return for clothes I bought online on 20/05/2024. Almost 3 weeks later, those clothes have not been collected. I have more than 20 emails sent to the Customer Care person (Ornica Mchunu) and the response I get everytime is that she has escalated the matter to the couriers but nothing actually happens. I contacted the Call Centre on Tuesday and Thursday this week, and was told that the matter will be escalated or Ornica is not at work; therefore they can't tell me what is happening with the collection of these items. I have asked for the contact details of a senior person several times, but those details have not been provided to me. After spending more than 15 minutes on the phone yesterday (Thursday), Ornica sent an email asking me to contact the call centre. I have already sent many emails and called twice this week, why should I call again? I need feedback. I need someone senior at Customer Care to contact me and tell me why these clothes have not been collected, almost 3 weeks later. Otherwise, the next step will be to file a complaint with the Consumer Protector.