So unprofessional and disorganised

I have been a Homechoice customer for a few years now and have generally been quite happy with my products however in December 2020 I placed an order for a soundbar which was delivered to me. There was a fault with the soundbar and I called the Homechoice offices and they arranged a collection. The courier company collected the item in February 2021. I have not had any feedback or credit on my account regarding this item. I have phoned multiple times to get feedback and every time I call I’m told that I must wait 24 to 48 hours for feedback which never happens. I’m told that the item is at the warehouse and then I’m told that there is no record of it arriving at the warehouse. They expect me to have a collection slip almost a year and a half later. This is so unprofessional and actually disgusting service. I have paid for an item in full that I do not have in my house. I would not recommend them to anyone after this and just want to pay up my account so I can close it.