Bad service

I requested a return on 17 Oct, the morning of 18 Oct i was notified of the collection however i phoned to say i wouldn't be able to give parcel they must please come on 21 Oct. I even got an sms saying "automatically scheduled for next business day"

Wednesday 23 Oct i phoned Zando and the lady took my message to say they need to collect and they will contact me. Now... 5 business days later i still haven't even heard from Zando.