Zando gone downhill fast

I used to buy almost all my clothes through Zando for a couple of years now. Never had problems with returns, until recently. I don't know whether someone new took over somewhere, but they have gone downhill fast. After logging a return more than three weeks ago, still no refund. Apparently some mixup at the courier, which is not my problem. If they use a courier who cannot be trusted, they can't expect their customers to bear the brunt of that. The call center is useless, they can just as well use robots. Whoever answers the phone gives me information I can find myself and keeps on spewing out the same rhyme. Very frustrating. I have always recommended Zando to friends, but that time is over. I am afraid I now have to warn people. As long as you don't return anything, it's fine. But don't try to log a return. You won't see your money again!