Lack of customer service

I regularly buy a lot on Shein and Buffalo is usually the logistics company that handles these. On the 3rd of October 2024, I requested a collection of some items and they would usually collect within 3 working days or so. On this instance, that was not the case. I followed up with Buffalo a week later and I was told to relax because it takes 7-14 working days however the app suggests that it’s 7 working days. Needless to say, I waited and more than 14 working days had passed and I called and mailed Buffalo however I was still told that I should relax they will dispatch a driver to collect. The agents on the phone are very rude and have zero customer care. I followed with a call again on the 25th of October 2024 and I spoke to Christopher who told me that my collection has been cancelled by the courier company and I have to cancel it on my end and go through the collection application process again. Bear in mind, no one communicated this with me all along, I just kept being told to relax. Now I have to redo the process. What’s more is that I’m not able to go through the process again because the app won’t allow me as it says I’ve reached the maximum number of days for requesting a collection. I communicated this to Christopher who told me there’s nothing he can do and he would escalate however no one can assist because all managers knock off early. To date, I’m waiting for someone to contact me and calling the contact centre is useless because you’ll be taken from pillar to post without getting assistance and you just have to wait. I’m really disgusted by the lack of customer service they have displayed and as a result, I will not be buying anything again online if Buffalo is the provider. This issue is more on the Buffalo side however Shein is aware I’ve requested for a collection so that I can get refunded and buy the correct sizes however they have been sitting with my refund/collection request for almost a month now and they aren’t even assisting. What’s disheartening is how much stuff I buy from them and this experience is changing how I feel going forward. Accountability from Shein would be appreciated because I buy from them and Buffalo is the 3rd party