Poor service at zando online

I ordered something online i received the item and the quality was bad so I returned the item as is, the item was collected on 9th December 2019 still as yet I did not 5a refund I was sent numerous emails to zando and they don't respond in eventually called the customer care line on the 2nd January 2020 and spoke to a agent Quanita who advised me that the item reached the warehouse on the 29th December 2019 and because of festive season delay i I should get a refund by the 6th. I then finally get a email from Zando informing they waiting for the item to reach the warehouse. I sent another email querying this and no response. I am very disappointed in the poor service and I would never order from them ever again.