Order return hell

I bought multiple items through the Samsung online store during Black Friday, and about a week later requested a return of two monitors. Since then, it's been a weekly email to Samsung support to find out when the monitors would be collected and my money returned. On 18 Feb, I received an email that stated my return was approved and that the monitors would be collected. However, the return stated that I was returning 3 monitors, not the two I had requested. I sent an email to the support team about it, but had no response. Finally on 23 Feb, two monitors were collected by Value Express couriers. They did not give me a collection document, only a copy of the invoice. He mentioned that the invoice showed three monitors but "the lady at his office" told him it was only two, so I explained that he was correct, there's only two monitors being returned. I hand wrote on the invoice copy he took with him that only two were being returned. I immediately email the support team to tell them this situation and confirm that the monitors were collected. However, today, 26 Feb, I have received an email from Samsung stating the return has been cancelled since the monitors couldn't be collected within 14 days. i called the support team, who advised they would be checking in with the logistics team about the monitors that were collected and when it would update on their system. I have not heard back from them yet. My emails also remain unanswered, and I am now without the monitors and without my refund, which is substantial. I will also approach the ombudsman for consumers since my many attempts to resolve my query remain unanswered.