Worst online service

I purchased dog harnesses online from @Home during Black Friday week. I collected the items from @Home store but had to return them due to harnesses not fitting the dogs. The store could not find it on the system as it was a new item but accepted it and said they would send it to the warehouse. On 4th Dec i received a mail stating that the item was enroute to warehouse but have not received my refund. All my emails are ignored and it is impossible to speak to a consultant .