Still haven't collected item for return

At the end of last year I ordered a gift for someone on Kalahari. The product was delivered on 5 Dec. When she opened it on the 19th we were both shocked at how awful the quality of this bag was. It was a total ******* for such a cheap, poorly made, ugly handbag. On that same day, 19 Dec I requested a return of the item. I immediately received a response with an RA number that I should use for the return. Nobody has since come to collect it. I have sent numerous emails to Kalahari, only once at the end of Jan did they reply saying they have booked FedEx for the collection. Still nothing. I am at home every day so there is absolutely no way that I missed them. FedEx sends confirmation beforehand anyways, but even if they didn't, I was still here with the parcel ready to be collected. Please pay back my money as a matter of urgency. This is completely unacceptable. I didn't want to complain on HelloPeter, but it seems that this is the only way the matter will get attention. This is the first time I have trouble with Kalahari and it is really unfortunate that you don't mind losing customers. Sort this out asap. Thanks.