Item returned to game but have not recieved refund

I bought a glyde cycle 500 from game online it was delivered with missing parts. a second cycle was delivered but it sounds like it is going to break. item was delivered by game ilanga mall. someone called me on the 21/11/2021 and they heard the sound it makes and I was informed a sales manager will call me but nobody called. Item picked up by dawn wing couriers on the 2/12/2021 and I have not got my refund yet. I want to speak to the manager of game ilanga when I call the call gets dropped