Superbalist Returns Process - Robbing Customers

I recently purchased a few items from Superbalist.

A few items needed to be returned.

I logged a return on the Superbalist app, using the drop of point feature (since their collections take forever).

When I went to the drop off point (Pinetown KZN - Takealot) I was told that my return is not on the system and that I can still leave my return package at the drop off point but they would not be able to provide me with any paper work (to say that I have left my return at the drop off point because my return was not on the system).

I proceeded to call Superbalist to find out what was happening as I could not leave the return without some indication that it was left there (proof), they advised me to leave the item at the drop off point (packaged and labelled) and they will handle the rest, I was sent a mail as proof that my package was to be left and that it was received at the drop off point (employees names were used as a reference).

This was a month ago (which exceeds their return policy) and I still do not have my money back.

When I checked my app, the returned has been cancelled with the notification stating that my return was not delivered to the drop off point.

I called Superbalist a numerous amount of times. Each time I was told that they will call the hub to find out what is going on and that they would need to do an "investigation".

This clearly is a flaw on Superbalists internal proceedures/system.

Why am I, the consumer, required to run around looking for answers if I have it in writing that the package was delivered to the drop of point that was specified by SUPERBALIST?

Surely this is now Superbalists problem and not mine?

I have been in contact with Superbalist via email as well but they have now suddenly blocked all emails to the customer service mailbox.

I do not have the goods or the money that was supposed to be returned to me.

Not only have I been given poor customer service, but I have also been ****** by Superbalist!