waiting for collection & refund for 4 weeks now

I purchased a cantilever umbrella online from Groupon on 3 January 2016 and have had issues ever since. Besides the fact that it took longer than the stipulated 10 business days to reach me, it was delivered broken and its been a nightmare to return and get my money (R1300) back from them. I went through the system's process of requesting a return of the item on 25 January as advised by Agent Pumza Mpofu. I did not hear back from anyone regarding my return, so I emailed them again to query this on 3 February. Still no response to my email, so I phoned them on 11 February - spoke to Agent Geran who said I now needed to arrange a manual collection. He asked me for the required info over email and said that I'd get a call shortly for collection. Still no contact from anyone - email or phone, so I called them again on 15 February. I was told that my query was escalated and I should hear from them by 17 February. Called them on 18 February as I'm still waiting for contact from their side - they say again, its been escalated and to expect contact from them before the end of day. Its 19 February and still no contact from them. Please can Hello Peter help me get my R1300 back!