online order faulty, taking forever to refund

I bought a Telefunken 55" Smart UHD LE TLEDDS-55UHD on the 14 Nov it online stopped working few days after delivery , technician came took the TV. I have asked for a refund as this whole matter has inconvenienced the whole experience as this was a gift. its been 2 weeks now trying to get helped. the chatbox said i will receive feedback in 48hrs but nothing. i am very disappointed to get such feedback from such a big company.