Disappointing Drop in Service and Now Avoiding Obligations

My first experience with this company was absolutely fantastic. Great price on an item that turned out to be better quality than I expected. It was delivered so quickly that I'd already received the package before I received the tracking number. So I ordered more items from them - which now seems to have been a terrible mistake. I ordered items that were required by a specific date so I placed my order almost two weeks in advance (which should have been ample time) to ensure that they would arrive in time. There were several delays and I contacted the company to explain that if the items did not arrive in time for their purpose, I'd need to return some of them for a refund. Romeo (dealing with my query) was relatively prompt with his responses and even called me once to find out if I'd received the items yet (I hadn't). I did receive one "We're sorry for the delay," automated email, and Romeo said it would be no problem to return the unneeded items if they arrived too late.

I've now contacted the Returns department and Romeo at least 3 times to request information on returning the items they'd promised I'd have no issue returning. My emails are being completely ignored and no one has rep**** to me at all. It is like they suddenly disappeared. I'm very unimpressed by the change in service - especially as the problem has arisen due to their delay and no fault of my own. They admitted fault in the delay of the items being dispatched and were very understanding about the potential need for returning items if they arrived too late. But that seems to have been **** because the attitude has clearly changed now that the return and refund need to be done. Please stop ignoring me and attend to this issue before you suddenly say it's too late because there's some return deadline that has been missed because you've been ignoring me for so long! So disappointing.