Zando gives poor service

I use to love doing business and orders through Zando's, but with my last order I have had the worse possible experience. I have returned shoes that was too small and after 6 weeks, they still have not collected the shoes and also not refunded me. With every follow up, they will just send an email stating that the matter has been resolved and the parcel will be picked up in 3 to 7 workings days, and still after almost 6 weeks, this matter has still not been revolved. Also the items that I wanted to exchange the shoes for, is now not available anymore and I could not purchase them without Zando's paying back my money. I am truly very very upset about the way they have been dealing with this matter !!!