promise to pick up parcel but never do.

I have completed my return order form on the 14th DEC 2015, i received a call and sms from Christine Kirchner on the 22nd letting me know they will pick up the parcel on the 23rd dec 2015 the never picked it up. last week i phoned your call centre to let them know the parcel is still at the reception by my work place not picked up , i was promised it will be picked up and again got an sms from Christine confirming they will pick it up on the 31 DEC 2015 and again no one pitched to pick it up the parcel is still in the reception waiting for pick up!!!!. PLEASE LET ME KNOW IF YOU WILL EVER PICK UP YOUR PARCEL AND REFUND ME MY MONEY. So disappointed with all this empty promises.