Nightmare of a Return Process

I have been assisted by someone called Charmondelay Smith... Horrible, Horrible, Horrible !!! 2 months into a return query with no resolution. They keep telling me that they sent their seller a request to come collect the item, but I have not hear anything from their seller. They provide no updates, I have to keep calling and emailing about the same thing over and over. They they said they are waiting on the carrier to collect the item, but there's been no collection. Then they also claimed to have issued a refund, when I asked them where they issued the refund, there was no respond to that. Such ****py service. They keep blaming the carrier and seller, meanwhile the purchase was made on their site and they are refusing to assist with my refund.