Service has changed greatly . Be careful

I am so frustrated. I have been a consistent customer . But their service seems to have changed . I ordered items last week. Upon collection at collection store I opened box and noticed my items are not in box . I immediately returned box and asked for My actual items to be replaced . After continuous calling and no update I decided on refund and was told by cob yesterday I would have an update for my refund being concluded. Nothing . I keep calling and they keep making promises . It’s exhausting.