Zando's poor quality and service

I ordered a jacket online from Zando on 26 April 2019. I payed an extra fee to have the order fast tracked. I received the order on 30 April 2019. At this point I was impressed with Zando's efficiency. However, to my shock, the jacket came with a broken button and the size was small. I sent two emails to Zando to ask them to collect the jacket to exchange it for a bigger size and better quality. I received was no response. I called their service center and the agent told me to log a return request on the app. I logged the request and asked for a refund. The return request was logged on 06 May 2019. To date, the jacket has still not been collected by Zando and I have not been refund. In addition, this is the second time Zando has delivered a broken item to me. The first time was when I ordered a bag; the zip and the strap was broken. The quality of the items of Zando is clearly poor. The fact that the product was defective (again) and Zando is taking so long to collect and refund my purchase is unacceptable.