Poor returns process and communication by Puma South Africa

I purchased 2 pairs of turf boots in January. Online purchase was simple. Boots arrived via Pargo within stipulated timeline. That is where the good service stopped. I logged a return of both pairs on 26 January and was told they only collect on Tuesdays and Wednesdays so my items would be collected either 2 or 3 February. This was the last communication. No collection happened on the end so at rpm on the red I called the customer centre. After calling 3 times, the agent indicated that the drivers must be busy so they will collect on 9th or 10th February. Keeping in mind that I returned the boots on 26 January and Puma takes 2 weeks from the time the driver drops the parcel at the warehouse (48 hours from pick up ), to refund my money, this would mean a month before my refund. Unacceptable. On asking to ve transferred to a manager, I was informed that the agent would escalate and a manager would call me back. A manager, Leila, returned my call before 5pm and said a courier would collect today, 4th February. The driver did arrive today. It took a very unhappy and threatening call from me, to get action. Thank you Leila for taking my complaint seriously. A few recommendations for Puma in terms of customer service: 1. Improve your communication regarding collection of returns. 2. Give an actual date of collection. Expecting your customers to sit home for 2 days is shocking. 3. Let the driver call the customer 30 mins before arrival then the customer can ensure they are home. 4. Communicate delays in collection to customer. Those simple actions will give you a 5 star rating instead of only 2 stars