Failure to refund money

Have been having back and forth issues since 24 July.I returned shoes from an online order, they arranged a courier to collect them, they arrived back at the warehouse 3 days later and now we are sitting on the 10th of August and I still have not received my refund. According to their website, once received at the warehouse they will refund me within 7 days so I phoned to query what the hold up was and was told the Aldo customer service person was on another call and would call me back ASAP… needless to say that didn’t happen. I’m becoming more and more frustrated as the days go by.