Empty promises- terrible client experience

I am having the worst time with Runway sale.

I logged a return on the 15th for the 18th of Jan. I then called them to reschedule to the 19th due to unforeseen circumstances. And I have been calling them ever since regarding the collection of my parcel. Every time I phone them they can see it’s been escalated and nothing happens! I even had the driver reach out to me and even he has not shown up to collect the parcel after confirming he would. This is absolutely terrible service that I need to call them every day to check is today the day I am gonna get my return collected? Let’s not forget that you pay for them to collect the return. I am so disappointed, their partners are letting them down, unfortunately I don’t see the courier as an issue, I see Runway as the problem. Empty promises