Poor customer service

Hyperli offers the option to return goods for a refund if you are unhappy with the product, I have contact them on 6 occasions to return product that was of POOR quality. Firstly they arranged a pick up of product to review and thereafter advised would proceed with a refund, they did not arrive to pick up product and have since not responded or followed up with my numerous queries. I am extremely frustrated as I am not getting any assistance and this is now a month! Very disappointed at their after sales service or in this case - lack of it.