Refund trouble

Our latest experience with Cielo wasn't a pleasant one. We ordered a Snowden Chair and it arrived about 2 weeks later and it was damaged. We sent the chair back and requested a refund as a replacement chair wouldn't have reached us in time for Christmas - the chair was a Christmas gift. Then it took a month to get the Refund. The Call Centre responses were slow and vague with many promises to get back to me. It left me with the impression that Cielo didn't want to Refund since nobody wanted to confirm the Refund in writing. It was a long and unnecessary journey to eventually receive the refund. I don't think I'll make use of their online service again.