Poor customer service

I bought a headboard online, I received a damaged headboard that was not what I ordered. After going through lengthy unproductive calls with the Leroy Merlin stuff members and the 3rd party market place seller I was told that I will receive a refund for the damaged goods and the goods will be collected (returned). It's over a month now, collection wasn't made, my money isn't refunded and no one is communicating with me regarding this. I had opted for an exchange of the headboard and base. That also wasn't fruitful until I was left with only one choice, which is returning the purchased goods.