Disappointed

I logged a return on Christmas Day. I received an email confirming it. Since then I have heard nothing. I have emailed them 6 times received no reply. I phoned today to be told by an arrogant none listening agent it will be collected next week. She says it's 3 to 4 working days. Today is day 3 she says and they won't collect me it's 2pm. So it will be collected next week Tuesday. I told her i will be away. She says "they will collect Tuesday " I said again I will be away. She says then when your back! I told her that's exceeding the collection time she said "not our fault" I said do they not collect on a Saturday she says no. I told her my son logged a return on Christmas Day and his was collected yesterday, she says "it makes no difference "!! What kind of service is this! I've shopped with them for a long time and this has never happened. She didn't even make an attempt to help me.