All Online Store - Refund order not completed

I had placed an order from All Online store through their mobile application on *st October ****. I recieved the order on *-*th October ****. When I tried on the top, the fabric and fit was not as described hence I raised a product return/refund request immediately. Post which I was told that within *-* business days they would pick up the item and initiate the refund process. Even after a week of the return request being raised no one contacted me nor I got any messages. I called the customer service team of All store and reported my concern post which they stated that the reverse pickup would be done that day itself. For the next * days I kept getting sms from Xpressbees courier that the reverse order will be picked up today. Later the same day I kept getting messages that my address could not be found hence they did not pick up my order. This started a series of calls from me to All store and Xpressbees courier. Sad thing is I am the one co-ordinating with calling both the customer service teams. I did not get a single call from All store stating where the issue is and why the delay. I have sent multiple emails to their teams but my last *-* escalation emails have been ignored and not replied to.
I have spoke to *-* executives, and * supervisor from the All team. No one is aware about the situation and keeps saying that the parcel would be picked up today. But it still doesn't happen. I have wasted my time and energy which has caused me unnecessary stress.
It will be almost a month now that the product was ordered but they are yet to collect it from me and process my refund which as per their website takes another *-* days. Is this the way the company is trying to run its business.
They take *-* days to deliver product but when returns are initiated they have taken over ** days but yet not done anything.
The customer service team and executives taking the calls are not informed and do not have any idea what is happening. Their supervisor promised that he would be replying to.mu escalation emails yesterday but it has not been done.
They have call recording for training purposes but they do nothing with that.