TheRealReal – Still waiting for return information over 2 weeks of waiting

I purchased the return guarantee. I filed the return as directed. 2 weeks later still no word on how and where to return the Gucci backpack. I am unable to use this because the chain straps hurt my back. They are heavy.
The purchase was made on 4/3/25 Order number R632653251
I also filed a complaint on your website. Still no one has contacted me about how to return or where to return this item
I financed through Affirm and going to contact them to file a complaint so I am not making the first payment.