Bad service!

Hi - I placed an order with Loot for a Bosch appliance - the product was incorrect and I wanted a refund (23 Jan), it has now been over the 7 days that you state and nobody from Bosch has fetched my item and I have not been able to get my refund what is going on!!!!!!!!!!!!!!!!!!! Yet when you buy something its here in 2 days!!!!!!!!!!!! terrible customer service!