Poor customer service

I logged a refund with Superbalist, they kept of cancelling the collection and rescheduling for no reason given until I eventually called them to find out what was the problem then their courier came to collect the package. now, they collected my package but did not confirm on my app that the package was collected instead it seems like they lost it because they keep on sending me message to reschedule my collection. I kept on trying to fix this with their online assistant,bear in mind that every time when call their office I speak to different online assistants then I have to explain my story from the start 100 times with no success at the end of it all, wasting my time and airtime. I tried sending them an E-mail as many times as I could, one of their assistant rep**** saying that they did locate my package and then left me hanging since then so basically it’s still lost. They never follow up with me, I’m the one who has to do all the follow up and mind you,there’s nothing much I can do but to send emails and phone them all time with no success. I am disappointed and frustrated because it is my money they playing with. Poor service indeed.