Worst service ever

I ordered pants from puma online, the pants did not fit. Puma then sent a courier to come collect the item two weeks ago however I have not received any confirmation to date that the item was received by them. I called the puma contact centre last week and I was told that they received the item but due to backlog my refund will only be processed later in the week. I am still waiting for my money and I haven't received it still. I am disappointed in the service I have received it is appalling.