No refund yet for item collected 2 months ago

Absolute worst experience of online ordering I’ve ever had. I placed an order in June. One of the items was the wrong size so I used the app to log a return and nothing was done. Time went by and I phoned them. Someone said they would help. After weeks they eventually collected it on a Sunday morning. Weeks went by and still not one email that I was promised was sent to me updating me. No money has been refunded and it’s literally been since June. This is disgraceful. I then called a week ago to say I haven’t been refunded. I sent an email with my bank statements and was told I would hear from someone. Still nothing! No refund and the item was collected 2 months ago. This is UNACCEPTABLE! I will never ever order from you guys again and feel ****** at this point.