No customer service and losing item sent back for refund

Superbalist has the worst service I have ever experienced. Contacted them multiple times about the item that was rejected by the warehouse that was supposed to be sent back. Just to be told after 3 weeks that my item was not received. Still no feedback on when my item will be returned or where it went seeing as though the warehouse didn’t get it – AFTER I received a mail that the item was rejected as a non-refundable item and another mail stating that return of item will be arranged.

This is very poor service and every time I send mail I get a response that my issue will be resolved within 24 - 48 hrs or that it will be escalated, and it has now been escalating since early December. Called them on Monday and I still haven't received any feedback.

1st mail sent – Feedback from Alice.K that item will be sent back to me – Mail received 08.12.2021 2nd mail sent – 10.12.2021 – *** – No feedback received. 3rd mail sent – 16.12.2021 – *** – Feedback received that the matter would be escalated. 4th mail sent – Feedback received only on 29.12.2021 that the items were not received back by the warehouse (This was now AFTER Alice K. informed me that the item would be sent back and that it was rejected). 5th mail sent – Responded the same day with the mail below that it is impossible to NOT have received the item as per mails attached etc, once again, “The matter has to be escalated and will take around 24 to 48 hours, but the matter will be treated with urgency by Shaunte.R (On 29.12.2021). Called the complaints number on Monday 10.01.2022 and still nothing is happening with the lost item being returned or refunded since they lost it.

Still today NO FEEDBACK from anyone and NO MATTER OF URGENCY???