Worst Online service :-(

I’ve had a terrible experience with the service. I ordered two items from Bash and had to return them because the sizes were incorrect. Only one item was refunded, while the other still hasn’t been processed. When I followed up with Bash online, I was told the second item was still under evaluation. It’s been seven days now with no progress. Each time I follow up, I’m told the issue will be escalated to the relevant department.

Why am I not receiving regular updates, and what exactly is taking so long to evaluate, especially since both items were returned at the same time and immediately?