Poor return policy

What a poor refund system Zando has. I ordered a shoe and the shoe came damaged, so which means Zando does not do quality checks on their items if they despatch damaged items. The shoe was collected on the 31 January 2020 and I have not being refunded. Everytime you call Zando there’s always an excuse , the package has not arrived at the warehouse, the item still needs to be quality checked (why wasn't it quality check on despatch) crazy, the item is approved for a refund but the refund has not being approved. What poor poor service from Zando, I will not order from Zando in a hurry, they are plenty more stores that offer online shopping with far better service, wake-up Zando and improve your service.