Shocking return experience

I ordered a pair of trousers for my elderly mom in December 2021. They weren't at all what we were expecting, and I tried to return them on the 19/12/21. I was assured the complaint was resolved and return was authorised. I waited to for courier to collect from me as I'm currently not going to shopping centers. Long story short, after many emails, many responses with the same bog standard reply, I'm still waiting. Although the last one on the 13/1/2022 said the issue has been escalated. I've heard nothing since. Shocking service. I'm now well over the 30 day return period, and to get my refund I'll probably have to go instore, and have a fight with them there., which I shouldn't have to do.