return process a nightmare

Today is my third day that myrunway has failed to get their courier service to collect my item that has to be returned. I have been sending emails each day to follow up and i get the same response each day that they have escalated this with the courier and ensuring me it will be collected by end of the day, IT WAS STILL NOT COLLECTED. You are so quick to collect my funds but take forever when a customer requests a return and a refund. why ??