Poor service

I have been waiting for this people to come an collect a item since the 21st of April I then arranged another return for the 27 April still I spoke to an advisor JC who said that its been escalated how long am I gonna have to wait a month for this item to be returned this is pathetic I want this item to be collected and I want to be refunded cause the longer collection is failing the longer it will take for me to get my refund