Pathetic Service

I purchased an item from BASH on the 1st December, I then logged a return a few days later. They sent me a notification on the 13th Dec 2024 to say there is a delay with the collection of the item. I then made contact to ask what the delay was and I was notified that the courier cannot get hold of me. I then confirmed the collection address which was correct as I initially indicated, however somehow they had the wrong cell number which I could confirm that I entered the correct one when logging the return. Today is the 13 January and I still didn't receive the refund. The call was then closed and I never heard back from them. If there was another problem with the collection. This is really pathetic service, I am struggling a month now to get my refund.