Impossible to return goods

I bought a pair of jeans from Zando and delivery was made within 1 hour, which was great. Unfortunately the fit wasn't quite right and I have now been trying for the past 4 days, to return this item. I followed the normal procedure of logging a return on their website, this was on the 14th of May. I followed up with online chats, e-mails and phone calls with no luck. This after being assured by 2 people (Luke via phone, and Z'cruze via online chat) that the parcel will be collected on the 18th of May (didn't happen) and on the 19th of May (didn't happen). I'm still sitting with this parcel. The service levels are so poor and actually rather funny because they've spent all this money on advertising their great \delivery within 3 hours"strategy and now it's all falling flat with poor return service. I will never buy from them again and it's such a shame - you'd think in this economic climate the retailers will go out of their way to provide excellent service"