Terrible online service

I returned a faulty airfryer which I waited for 2 weeks for delivery by the way. The collection happened within 3 days of logging a return which Is fine with me. The item was received by loot on the 2nd of May and I was notified it would take 3-5 working days for me to get updates on the item, as I type this, no word from loot since then. Not even a single update . I keep calling and they say it was just sent to the manufacturer,no one is bothering to let me know what’s what unless I call. No sms no email just silence.