Difficult to return goods

Bought some goods from Zando and it is impossible to return! I've arranged the return online twice, but am still waiting for the goods to be collected. When I called in again to check on the collection, Kelly Miller your 'Customer Services Consultant' leaves a lot to be desired after continuously interrupting me, telling me she cannot help me and then purposefully transferring my call while I'm still talking. I had to call back and I spoke to Jill who was more helpful. YET, I am still waiting for the collection.