Disappointing after sales-sales service returning a damaged item

I am extremely disappointed with the after-sales service I’ve received. I’ve been a loyal customer of OneDayOnly for years, and this is the first time I’ve needed to return a damaged item. I logged a return on November 29, 2024, and I’m still waiting for the courier to collect it.

They’ve stated that a refund will only be processed once the item is returned, but despite providing multiple dates for collection, nothing has happened. Each time, I’m told the courier will contact me, yet no progress has been made. This situation is becoming increasingly frustrating and unacceptable. I expected better service from a company I’ve supported for so long.