Loot is dropping the ball on returns

It's been a week now (submitted the email on 28 January) that Loot has still not picked up a parcel I am returning to them.

I have reminded them on Tuesday again, and they said they will log a return. That reference number, Dawn Wing Courier says, has been returned, yet the parcel is staring me in my face.

I am very unhappy with this service as I desperately need to return and get my refund.