Zando - worst customer service EVER!!!!

I ordered a dress in the beginning of August 2018. The wrong item was delivered to me (children's clothes). I sent the items back and was promised that my dress will be delivered to me, however, I received the SAME children's clothes AGAIN about two weeks later. I have requested a refund and that the incorrect items be picked up. This has been more than a month ago. I have furthermore been emailing Zando on almost a daily basis, and if I get a response at all, it is basically to ask 20 questions about the children's clothes which was delivered and telling me the matter is "being escalated". I have requested to speak to a manager or someone in a more senior position, however, I have been refused this request on more than one occasion. This is really frustrating, as I still have not been refunded. I was an avid Zando shopper, however, I will never again shop here. The matter has still not been resolved, and the Zando staff has been most unhelpful - specifically one Kelly Miller. I cannot imagine how a large online store such as Zando can actually deliver such utter disappointing customer service. I hope someone in Zando management sees this post, as I am not afforded the opportunity to speak to someone privately. I am certain that Zando will lose many clients if this is how an error on Zando's side is handled - by ignoring it. So much for the advertised "easy returns and collections"..