Terrible service and refund

My husband and I stayed at the hotel for the Easter weekend. The service was terrible! The breakfast staff could not make a cup of tea. The tea was mixed with coffee, or cold, or not even steeped. One time the milk for coffee was even served in a tea pot. There were a great deal of staff at the breakfast but they just stood there without helping. We left a day earlier due to the horrible stay. Reception said they will refund us for the extra night. It is almost 5 months ago and we haven't received the refund yet. When I tried to complain they just keep on saying they will come back to me without doing so. No respond to my emails as well.