3 Pieces Joy Backpack, Shoulder Bagand Pencil Case

I purchased a 3 piece backpack on 8 Apr 2024, on 10 Apr 2024, the bag started falling apart and, I logged a return the same day. There has been a back and forth between collecting my return item from my house. I was advised that the package would be collected before 17:00 on 11 Apr 2024. Then I received an SMS at 17:22 on 11 Apr 2024 to advise that my collection was delayed and, that they would reschedule, I received the same correspondence on 17 & 19 Apr 2024. I received an email that the address that I provided could not be located and, that I should send GPS co-ordinates and a registered street address. I sent the address on 14, 18 & 20 Apr 2024 and, my order has still not collected and there has been no correspondence from them since.

This is not the first issue I've had with them delivering my orders or, collecting my return orders more specifically when I request a refund. I would love to continue using this online shopping platform, but this service is extremely unprofessional and uncalled for. They are not doing me a favour, I paid for a product that's defective and I have every right to request a refund if I'm unhappy. This is completely unfair!!