AWFUL SERVICE - is it a con

From their website - Email us: *** All messages are returned within 48 hours This is not true, I ordered two items which were delivered on the 9th January 2021, they were not what I expected and I wanted to return them. I have been emailing the *** since then everey few days. The customer support team - Sameerah and Mimi have asked "How can we assist you" but todate they have not assisted at all, today 1/2/2021 I still have the goods and no resolution Thanks Elaine