No response for return request

Good day<br> <br> I just waited 10 minutes for someone at your Customer Loyalty team to answer my call but no one did.<br> <br> I logged this return over a week ago and the courier company called to arrange collection last Friday (4th December 2015) but NO One came to collect my return item.<br> <br> I called the courier company again today and they are unable to assist me until I give them the return number, I tried the one in the mail below but the lady said they need the one that Zando would have received from them.<br> <br> This item was meant to be fetched from my work address but today is my last day at work for this year. If the courier company does not fetch my return item today before 2pm, then they will have to come fetch it from my home address.<br> <br> I am amazed at the poor service received.<br>