Halo Collar review: Customer service 1

I returned a Halo Collar that was accepted at the facility on 6/27/24. I still had not received a refund by 7/31/24. I called and, after 25 minutes on hold, was told that the situation would be "escalated" and I should wait for an email. I could not get any information as to whether or not there was a problem, whether the money might have been refunded and just didn't show up on my credit card statement for some reason, or when I might expect a refund. I asked to be transferred to the billing/finance department and was told that wasn't possible. Apparently, while they are happy to accept their customers' money, they cannot be bothered to actually speak to them. I called again several days later hoping I might speak with someone else who would be a little more helpful. Again, after more than 30 minutes on hold, I couldn't get any information and was told the situation would be "escalated" and I should wait for an email. The only advice I was given when I asked if there was another option rather than having to call again and wait on hold if I didn't hear anything, was to try sending an email rather than calling. The reason I called the second time after only two days was that the policy seemed so outrageous I was sure the first person I spoke with had been mistaken. It is hard to imagine how anyone could think this represents reasonable customer service and respect for their clientele.