Bad customer experience!!! Terrible customer journey!!!

I placed an order with them and I received that order on the 10th of October. I fit the 2 pairs of shoes an discovered that they didn't fit me. I then logged a return same time and requested a refund since they didn't have similar items for an exchange.

When I tell you that today is the 26th and they haven't collected the items meaning they have not refunded me. I called them multiple times and to my surprise, on Tuesday they told me that the collection was cancelled. I asked the lady who cancelled it and she told me she didn't know. So she logged another one to be picked up yesterday. And guess what?! no one showed up. I complained on Ig and a lady called me today saying she had escalated the issue and that she would call me by COB. The time now is 20:56 and no one called me. I'm at my wit's end with this company. I want you people to come to collect your stuff and refund me my money and compensate me for the 16 days of me having to be home cos I didn't know when you'd come. Imagine waiting 16 days for a collection!I can't go anywhere! Mind you, they won't accept the items after 30 days!

They don't know what is going on with their courier companies. They don't keep track which cud pose a risk for the customer. They don't care about customer experience at all and they are quick to say " I don't know". How can you tell your client you don't know? I mean who is supposed to know? FIX THIS PRONTO!!!!!!!!!!!!!!!!!!!!!!!!!!