Does not collect return or refund

Service is absolutely revolting! The product they delivered was low quality and I notified them that I wanted to return the product immediately. It took several days before they could respond, blaming faulty telephone lines and servers. They promised to collect and refund in December, it is now Janary and they have neither collected the product nor refunded my money. It doesn't matter how many emails you send, they do not respond. They do not even answer the phones.