Loots service is terrible!

Loot has been such an unpleasant experience. I logged a return as the item is faulty, on the 20th of December. I was emailed it would be collected in 1 to 2 days. I have been in contact with Loot to resolve the issue. Issue is still not resolved. Service is terrible. I was being told that courier came to collect item this was completely untrue no call or attempt to collect item has actullay been made. I still have not resolved this issue. Who do I need to speak to to get this resolved! Really unpleasant experience.