Money taken and then nothing.

I placed an order for product and Bottleshop charged my credit card. 8 days later nothing had been shipped so I requested a refund. The next day I confirmed I wanted a refund. A week later I called to ask progress and was told the finance manager wasn’t available but the agent would ensure it was done. Two days later I had heard nothing so called and spoke with Caroline de Rooj who assured me she would personally ensure the refund was done and send me the refund.

A further 5 days later and I have still not heard anything.