Awaiting refund only to be told they investigating theft from one of theirs

Status Updates 12:30 Fri 23 Feb Scheduled for collection 05:03 Mon 26 Feb Driver en route to collect 05:03 Mon 26 Feb Driver en route to collect 10:20 Mon 26 Feb Return has been collected 08:26 Tue 05 Mar Collection delayed. We'll reschedule collection

Can someone from Superbalist please get back to me and explain what the **** is going on with order ***1

This is so inconveniencing because now im making follow ups on my refund only to be told the damn item was returned to you guys empty with nothing inside, how is this my fault? its my not my damn fault if you employ *******.... I need my money back immediately you cant keep me waiting for a damn refund only to be told "its being investigated as the box returned empty" yet you update on my account that the item has been returned, do you think im stupid to return an empty box ? the guy who came to collect verified where he was from, checked and the sneakers where there and everything was in order. This is bull****.

When was I the customer going to find out that there is an investigation if i did not call in to find out what's happening with my refund?

I do not care about your investigations, the package came i tried on 1 sneaker it was tight and too small, immediately i logged a return it was collected on the Monday the 26th of February 2024..... today is the 6th of March 2024and and i even sent an email and the response was that it takes 3-5 working days and another 48hours for what i dont know, today i call in and they tell they investigating the matter, you ****ing joking. I want my money back. Leave me out of your investigations and check your ****ing people. I WANT MY MONEY BACK PERIOD