Return taken & ignored

On the 19th of May, I logged a return for an item to be exchanged. It was scheduled for a pick up on the 21st but they never pitched. It was only on the 23rd that the item was picked up but till date there has been no communication. I have sent out a million emails and there is no concrete feedback either than “ we will provide feedback “… So I’m sitting here without the item & without the money re-imbursed to me. Replace my item or refund me ****MERS, is this how you rip people off.