Refunds department sucks

Sadly disappointed with the refunds department. It has been over 16 workings days and I have still have not received my refund for the item I returned to your Cresta branch on the 25th of October. I find it unacceptable that my refund wasn’t made within the first 10 working days as per your returns policy. I have since contacted your information center to chase up the refund and was told to wait another 10 working days for my refund.