POOR QUALITY PRODUCTS AND POOR RETURN EXPERIENCE, THATS DISGUSTING

I bought 2 dresses from Zando, they were delivered on the 28th of August. On the 29th of August i requested a return and was informed it will be collected the same day, till today it has not been collected.

I called the customer serveice several times and i was assured by the agent the parcels will be collected, but nothing has been collected.

I also purchased sneakers for my sister, they were dilivered on Thursday, but i was off sick. On Monday when i opened the package at work, i was shocked, the sneakers are dirty, the sole is dirty as well, it looks like they have been worn before. So i requested a return on Monday the 3rd of September to be collected on the 4th of September, but nothing has been collected.

I think they just delaying this whole process so that i dont get my refund, i want nothinh to do with zando, i just wanted my money back urgently or else i'm taking the matter to the Ombudsman