Returns Departments needs Help!

The issue took too long to resolve Add a comment about the quality of support you received (optional): I originally ordered a carpet (Order #***) really liked the carpet and decided to order the same carpet from the same supplier (Order #***). On arrival of the second carpet the difference in quality, look and feel of the carpets were glaring. I then arranged a refund for BOTH carpets on the (MRRN-UNVJ9-J4AN and MRRN-9ZD8P-8DEZ) on 21 August 2021. BOTH items were collected on the 22nd of August. Akona L sent me an email regarding my return request and I sent an email including images of what the issue was regarding the difference in carpets. Akona then proceeded to close that ticket (which i believe is an issue because the issue was not resolved). I then received an email on the 25th indicating that the supplier was out of stock for ONE of the replacement carpets (MRRN-UNVJ9-J4AN) and a refund was arranged for the ONE carpet only which I did not understand as BOTH carpets were returned together. As Deney.M had confirmed on the 23rd of August that BOTH carpets were on there way to the warehouse. I then proceeded to spend the next 6 days trying to get a CREDIT on the second carpet. I had Mishka.F open a ticket on the 29th who proceeded to send generic emails to me and never answered my questions even though I would ask her pointed questions regarding my credit which I found belittling. I spent far MORE than the 209 my credit is in airtime to make calls as I called NUMEROUS TIMES and it was only TODAY after throwing the biggest hissy fit ever did the issue get resolved. and not ONCE did Miska.F ever offers to compensate me over and above the credit. I'm beyond disgusted at the service I received and unfortunately, it's not the first time I had to be difficult to get results because your return agents just don't CARE! Your agent ossues is there are far too quick to close a query before its actually resolved creating an issue, at one point I had FOUR opened queries on this issue because they kept getting closed and I had to call in or email to get a response however they where all generic and offered no resolve. You guys are an amazing company but REALLY need to work on your returns department as I ALWAYS have issues with returns.