I feel undermined as a customer

I have always had a good experience with converse, I recently purchased shoes on their website which the delivery went smooth, and the items were delivered within 3 days of purchase, but the shoes were a small size, and I had to log a return which was approved and handed over to Pargo. I received tracking number on the 27 August 2025 till to date when I track the status is Our driver is on the way to collect at 5 pm. on Friday the 28th a customer service lady called me to assure me that the collection will be Monday since we were going into the weekend but on Monday there was no collection. I called the guy called and spoke to WMolledy at Skye distribution his customer service is not of good standard because he lacks compassion for people, he told me that my return is still on 3 days, and collection takes about 3 to 5 days to be collected and that he will get back to me, but he never did. I even send a Facebook DM to converse, and Pargo and they are all not taking me seriously. this is not acceptable, and I feel disrespected as a customer. Converse is such a big company and can do better. there are many couriers' companies that offer excellent service in SA, and they chose Pargo