Bad service and lies

I am utterly frustrated and deeply disappointed with the services provided by this business. Despite purchasing a reptile terrarium on November 10th, the product I received just two days later had a hole at the top. I immediately contacted them for a return, and they claimed they scheduled a collection. Although I received a shipping label on November 14th, and even after the courier collected the package I sent back, it wasn't until November 16th that they acknowledged receiving it. They assured me via email that a refund would be processed once the collection was scheduled, but when I inquired about the refund timeline, they mentioned it would take 15 days.

As days passed without any update, I reached out again, only to be met with vague responses. On November 24th, I pressed them for confirmation of the refund, and they rep**** saying they would contact their bank. Later, they admitted that the refund was only processed on November 21st, contradicting their previous claims. I'm still waiting for my money, and I'm absolutely appalled that this business not only **** to me but also deducted the amount from my account swiftly, yet takes an inexcusable two weeks to process the refund. Despite their excuses about banking processes, they should have honored their commitment to process it immediately upon scheduling the collection, as clearly stated in their email.