Below standard after sales support

I am disappointed in the after sales service of FTN. I often buy from them and on this occasion after having ordered supplements and the incorrect order being delivered the process of getting a refund has been painful, constant follow up with them with limited or no response. I was told on the 23rd of July that they would collect the incorrect goods so they could process my refund and almost two weeks later I am still waiting, this after another two or so weeks of back and forth. Now when I send emails I get no response. Not what I expected from this brand, very disappointing FTN.