Shocking service

I cannot express enough the disappointment with Snatcher. I bought a simple clothes drying rack on 15 October 2020, it was delivered on 23 October 2020 (they sent the wrong item) i let them know the same day via email. They respond on 26 October 2020 saying that they will collect the item, on 11 November 2020 the item was only collected, this after trying to call them numerous times. On 15 November 2020 they delivered the correct item (according to snatcher) but they actually delivered the same item that i sent back the first time. I requested that they collect the item and requested a refund.

On 7 December 2020 the item was still not collected and i requested again for the refund. On 11 December 2020 they sent a mail saying that the accounts department is processing the refund. The wrong item (for the second time) was only collected on 6 January 2021 and on 8 January 2021 they asked for my bank details again to process my refund AGAIN.

Up until now i have not heard from them nor have i received my refund. The item did not cost alot of money but its the principle, quality of service and communication from Snatcher that is disgusting.