Terrible Service!

I purchased 3 pairs of shoes from Poetry online and it was delivered just before lock down. I logged an online return; however, the items were not collected. On 26 March, I contacted the call center and was advised that the items will be collected as soon as the stores reopen. When level 5 lock down was lifted, I sent several emails and dms via social media, but was ignored. On 17 June, a Chenay finally responded to my email and I was issued with a waybill number and the items were collected a few days later. On 24 June 2020, I had to request feedback. This is always the case as Poetry customer service is terrible and no feedback is provided. I was advised that the refund was processed and I received email confirmation. I had to do weekly follow ups on the matter as no refund was received or bank details requested. Yesterday, I requested a feedback and received a call from Chenay. According to Chenay, the items were never received. She continuously asked when were the items collected!!!! This after I received confirmation from Chenay via email that the refund was processed. She requested a waybill number and my bank details and advised that management will look into the matter. I shop at Poetry monthly; I am so disappointed in the terrible service I received. Looking at the complaints on Hello Peter and social media, it is clear that Poetry just takes customers money without delivering the goods or issuing refunds. I will never shop at Poetry again.