Terrible online shopping experience

I placed orders online, originally the orders was confirmed very quickly.

However the first order was collected by Dawn wing and left -forgotten in their Hub. I eventually ended up driving and collecting the order form the hub.

I had to return both my orders, my first order took 10 days just to arrange collection. this is after daily phone calls as well as emails with no clear indication what the hold up is. once again Dawn wing failed to collect, I consigned the return with my own courier.

Day 11 - still no refund not indication when this will happen.

My second order, i could return to a store which i did, received my refund slip and confirmation payment will be made, i then received a update to say the payment failed, i phoned in and was advise customer care will contact the store and revert back the same day. The next day no news or feedback - i emailed the customer care again. and received the same response.

No feedback no ETA, i can only hope to receive my refunds.