Poor Customer Service

I placed an online order at a Fabiani store and upon receiving the collection details, on the email provided the return date of the item was dated 5/5/2022.

I went to the store to pick up my item on the 3/5/2022 only to be told that the package is no longer in store and was sent back with the couriers on the 29/04/2022.

No one is willing to help me to get the item returned to the store and I was told I am going to be refunded for the item. The item is sold out both in store and online as well meaning I won't be able to purchase it again even if a refund is given.

I do not want the refund, I would like to get the item that I ordered as I am well within my collection time and the item is already in transit to the warehouse. Please can someone assist me in getting the item returned to the store or provide me with a collection point I can pick the item up from.