zando poor service

I have ordered shoes from Zando,as usual. I got the shoes and found that the size is correct but they are small .So I decided to return them. As per procedure put by Zando,I returned the order by logging it in their website on the 3rd of February 2020. I waited for the confirmation email.It never arrived,I then email them about the issue,still no response from them. I then went to their Facebook page and complained there.They quickly sent an inbox saying they will arrange a courrier to fetch the order. I waited,still no courrier ,no update. After trying several times to ask them to fetch the parcel,still nothing. All they say is sorry they will organize the courrier.

That was last week,and I told them about their return policy,it says there's a 14day return policy,they said not to worry,because I have logged it in the website so I won't be penalized in case the 14day elapses while the goods are still with me.I am still waiting for the courrier and it is on thr 13th of February today.