Bad Customer Service

I bought a 15piece duvet cover set in Aug last year, the duvet cover was damaged after the first wash and that when I laid a complain. I send back the duvet cover after waiting for months for the courier to pick up. Thereafter they told me that I should have send back the full set. The courier then contacted me and told me that he can only pick up with original packaging. Were must i find it because it was send with the first package. He eventually picked it up in Jul this year. They asked for a copy of my bank statement in order for them to process my refund. I have been chasing them ever since. Eventually someone phoned and told me that according to the system the warehouse never received the second parcel so they cannot refund me " who`s problem is that" she will investigate and come back to me I am still waiting it`s been over a year that I am struggling with getting my refund. I will never buy anything from HomeChoice again.