Returns and Communication always awful!

Why is your returns process and communication so consistently terrible? I spend my life constantly chasing you for updates or letting you know how to do your jobs. That is not my responsibility as a customer. I wait weeks for my collection to even happen and then have to keep chasing to follow up. Again now I have been waiting 8 day for the returns collection and your "customer service" staff are useless. Why can't we as customers speak to an actual human?