Poor customer service

Logged a return, item was only tested once and they collected it undamaged with no missing parts. It was unused, fast forward my return was declined and I've never been provided with a clear cut explanation. No communication none whatsoever, I have to make endless phone calls for them to either refund me or return the item to me bit neither has happened. Everytime I speak to a consultant they tell me that they'll escalate the matter but it's been weeks now. I'm disgusted, totally abysmal.