Customer care basically non-existent

I don’t think I’ve ever had a worse customer care experience, after purchasing gear online it wasn’t delivered by the promised date so I had to repurchase the same items in store ( I had sent emails asking for updates which I never got, my emails took over 24 hours to get a response if I ever got one). I explained that the online items were unusable to me over email (these emails also barely got a coherent response) I was told the courier would send back the items to the online store and that I would get a refund, two days later the delivery arrives at my house and the couriers were told nothing about returning it. I once again emailed asking to have this sorted out and was told the items need to be returned to the online store before getting a refund, but no one has made any effort to arrange a collection, my emails are going completely unanswered now and I’m stuck with 5k worth of camping gear that I don’t need.