Horrible Customer Service

On the 4th of August the shoes that I requested a return for were collected (without any confirmation SMS by the way). The delivery guy had to wait outside in the cold to try and reach his manager to get a number that was never sent to me like it should have been. Today it's the 6th of August and I mean it's been 2 full days, with no communication or any notice that my parcel has been received or anything so I decided to call in, and got through to a lady by the name of Nadine, who started the conversation off with textbook answers like "We are within our time frame" and also "It takes 3 - 5 days for the parcel to arrive at our warehouse" after I advised her that this does not make sense, her tone started changing and she started to become really RUDE! I mean saying to me "Your house is not the only house parcels get collected from" Are you serious?! **** customer service during the worst time in our economy! I understand the refund takes long, but bad customer service is UNACCEPTABLE during this time, teach your staff some proper call etiquette please!