Haworth Returns/customer service issues?

I recently bought a fern with lumbar support and it is killing my back so I’m looking to return it and buy the fern without lumbar support. I always heard Haworth had great customer service and their return policy is on the of the reasons I purchased.

I have had an awful time trying to return this. Over a week ago I reached out via chat and and got a follow up email about my return and then they ghosted me. I reached out several times about a return label and I get replies of “we’re looking into it” finally after 12 days I hop on chat again to ask what the deal is (I want to buy another chair but can’t until I get this refund)! They claim they are understaffed and ask for my patience. I’ve worked in retail and e-commerce for years…it doesn’t take 2 weeks for somebody to process this.

Has anyone else had this issue? My fear is they will drag this past the 30 day widow and I’ll be SOL with a chair that breaks my back.