annoyed

on the 8th of June I sent them an email informing them that the boots I bought in May are already damaged, I didn't get any response until I called them on 17 June and they said they will refund me and will send somebody to come collect, to date my boots are still with me and I haven't received my refund, when I call I keep being told that they will send the courier to come get them, this is pathetic as the deliveries do come in but no collection.