Collection still pending - ref ***

<p>My experience with Zando in terms of the ease of ordering and delivery, and the resolution on the first return was fantastic however not so much now :-(</p> <p> </p> <p>I purchased shoes on the 27th of May and received these with 2 days as promised. Unfortunately the first pair was not great quality and the second was too tight so I requested a return and this was also handled very well and the money refunded (I even went on to buy more here after).</p> <p> </p> <p>My issue is that when I wore the 3rd pair, the hear broke after a few hours of wearing these - picture attached. FYI, I work in an office environment and this actually happened around 11:00 in the morning so I wore the shoes for just over 3 hours.</p> <p> </p> <p>I put in a collection request for these as well on the 5th of June, the same day the other 2 pairs were collected, within a week or so of purchase.</p> <p> I have followed up on this collection and escalated the issue over 3 times to advise that I still have the shoes, they have not been collected.</p> <p> </p> <p>I was told the request number (#566758) is still with Zando and being worked on (not sure if #566758 is for the same thing as collection ref: ********** 56).</p> <p> </p> <p>Then next I got an email on Monday to say this has been resolved to which I rep**** to advise that I still have the shos and again, recited the reference number above.</p> <p> </p> <p>There after I have heard nothing till date.</p> <p> </p> <p>I’m not sure what to do next to have these shoes collected and a refund processed as it is now over a month later.</p> <p> </p> <p>Please help.</p> <p> </p> <p> </p>