Promises not kept

I recently emails snatcher with my query. I explained in very fine detail and after the back and forth they agreed to collect my items and confirmed adjusted fee of the products. I have made sure to mention I don't want the money back but rather a credit to my account so I can take something else. Its been more than a week since they agreed to arrange for collection after I emailed to follow up they saying noe they can't return both the items. I hate the fact that I'm getting the run around and they not sticking to what they agreed.

I logged a review of them and received a reply. I would appreciate if a manager or the person who rep**** to my review last time could contact me urgently. ***