Disgusting call centre service

I have been trying to get an item returned since April. The keep escalating my call but nothing ever happens. They sent 2 bikes to collect an oversized item and when they couldn't collect it they closed the call. I have raised to return calls and I still have the item. RRN-d6c3-392f RRN-554b-d951. When my mother phoned to query it the call agents just laughed at her. This is absolutely disgusting service.