No answer at call centre,and waiting on couriers

Bought 2 items wanted to return 1, as its too big, no answer at call centre, no reply to my emails sent, finally got hold of them on Facebook messenger, courier company didn't collect my parcel. For days I stayed home waiting on them. They say they've been here but they're lying , because I've been home last week. Waste of my time, they have to be the worst online shopping