******* with bad service

I made an order on 29/01/25and was delivered on 06/02/35.When receiving the order I wasnt happy with two cups that were in that order because they said they were leakproof but they were leaking because thestrawhole was very bigger than the straw ,so I made a return request ,they gave me ref no and collection date but they never came but instead made an update on the app that the ruturn concluded .I was so disappointed and then keptthe cups .As time goes I decided to apply for another return request on 27/02/25 and I was given a ref no and return collection date ,the return collection date was on 04/03/25 and on that date I was having another order to be delivered and when the driver phoned I asked if he is only coming with delivery and he said he is also coming for the return and when he came I gave the return but on the following day in the app it was activated that return concluded while havent received refund which I havent received even now .On 7/03/25 I phone take a lot asking them about this and they said they will sort it they will keep communicaying with me via email but till today they are quiet ,the only emails they send are promotions emails ,the only email s I received are the ones I received on the 7th that were confirming that they will investigate the matter .zNow I feel like they stole my money because if they didnt wanted to take their stupid cups and refund me they were supposed to refuse the return request because atleast the useless cups will be with me but instead they decided to take both the cups and the money I bought them with