Superbalist poor service

I made an order and the shoe had a factory fault and I logged a return and I have received a communication that the courier will collect it on Monday and no one came but on the app it was shipping that it was collected and I called on Tuesday and the person I spoke with said the he he or she will escalate and I have received an sms that it will be collected today which is on Wed and no one came and . It’s your fault that you are sending me a shoe that has a problem but now you are taking the whole year to come and collect the shoe . I would like you to make a refund now and I paid using payshap . Order number ***3. Please make a refund to my account I do not want the exchange anymore .