Frustrated with the return process

I am writing to express my extreme dissatisfaction with the recent handling of my orders and returns. If I could give a zero rating, I would, considering the appalling service I have experienced. Firstly, I sent back a broken Instax camera under warranty through their return process. Despite promptly returning the camera and bag, I received an email stating that I failed to send back the consumables that were part of the package. Allow me to clarify: the camera and bag were returned as requested, but the album and stickers, which were included in the pack, were already used and thus not returned. I immediately responded, explaining this situation. Instead of addressing my concern, I received a generic email citing their return policy with no further explanation. Despite my repeated attempts to seek clarification, I have been met with silence or empty assurances from the returns department. To my astonishment, the website now states that my return was declined after evaluation, yet I have not received any communication explaining the decision. This lack of transparency and communication is utterly unacceptable.

Furthermore, I placed an order for 2x 25kg bags of dog food scheduled for delivery on February 27th. However, on the delivery date, the website indicated that the items had not been shipped. After contacting their customer service team, I was promised follow-up, but without any further communication, one bag was delivered on the morning of March 1st, while the other was allegedly "lost in transit." I eventually received the second bag on March 3rd, without any prior notification or explanation for the delay. This pattern of poor service is highly distressing and unacceptable, especially considering my previous positive experiences with your company. I would expect immediate action to rectify these issues and restore my faith in their brand as well as a resolution regarding my camera return and ensure that such mishaps do not occur in future orders. I hope for a prompt response outlining the steps they will take to address my concerns.