Poor customer service

I have sent through a parcel using the amarex service on the 11th of Feb. After numerous calls, emails and being told my parcel was collected and it is just not reflecting on their system, they report that my parcel is still at the drop off point on the 24 of feb. I then requested a refund as my parcel was not even collected, I was then asked to re use my sleeve for another parcel which i refuse to do as the service i paid for could not be complete. This puts my small business at stake of a bad reputation and poor customer service. I am still awaiting for someone to contact me with regards to my refund