Zando from heto to zero...

Purchased on 29 Dec and received it on 4th January 2020. Unable to log a return on website - you need to phone them. Average waiting time is about 15 min. Logged the return on 10th of January. Parcel still not collected. Have send about 20 emails - not even one reply. Phoned again and received a lot of apologies, but still no results. Received excellent service for about 5 years, but no there are SERIOUS problems!!!