Very bad customer service

It’s been one of the worse customer and online buying experiences thus far. It has taken FirstShop almost 3 weeks to collect an item that I decided to send back as I ordered the wrong product. There is no communication channels or internal process in place, and I had to email them more than 7 times, call them more than 5 times. The best is, I spoke to a manager and there was no effort or extra customer service even though it’s been almost 3 weeks and the manager told me that I have to use my own courier and send the product back or else they won’t refund me. To top it off, I still haven’t received any reply, and today it’s been almost 4 weeks. I don’t have my refund and I will have to call and email AGAIN. With takealot, this process takes 4 days max. No emails or call and everything is done automatically. I wanted to buy so much more from FirstShop but unfortunately I won’t be making any more purchases.