Bad service

I waited for a month for my order. When I opened it, the item was defective. I had to log a return 3times before it got acknowledged This was logged on 3 June 2020. It is now 30 June 2020 and no one has come to collect the defective item. The phone lines are closed. I've logged queries online and from all the queries I've sent, I've only got one response saying they'll get back to me, that was 2 weeks ago.

The service is terrible. Having the phone lines off is not good for business either.

When is my return going to be collected? When will I get a refund after that?