Awaiting refund

I'm in my 11th day waiting for my refund. I was advised by Vuyelwa(so *********** as she doesn't provide any feedback ) that I'll get my refund within 7 days. I even struggled to get the parcel collected , I bought camp airbed and received a damaged product ,the following day I logged a ticket for it to be collected. Nkosinathi failed to handle the collection process and it was collected after 2 weeks.