Horrible return experiences

Horrible to say the least, I bought an iphone 11 pro from them, after 2months of having the phone it starting giving problems. I log a return on the 8 May 2024, of which they came and collect the phone on the 10th May 2024. A week went by no communication from them, i called them to ask that is the feedback on my return. The said they will find out and get back to me, of which they didn't. I had to call them again the next day to find out what's going on. Than they told me than can not evaluate the phone because i did not send back the clear cover with phone, so once that have the cover they will give me feedback....They emailed me to say they will arrange pick for this clear cover on the 24th May 2024 which was yesterday. I waited for them to come but no one showed up. its been 2 weeks without proper communication and still no phone. At this point all i want is a full refund. they are horrible to deal with.