Worst Online shopping experience EVER...

I purchased towel sets buy one get one free. Only 1 set arrived. Then I was told I can have something else as gift worth MUCH LESS which I didn't want as that is not what I ordered. After a week of calling following up etc. I got really fed up and returned the goods. Paid for this out of my own pocket as Alan agreed to reimburse me within 72 hours of me sending them the postal receipt. A WEEK LATER and no refund. They have gone quiet. Not a word on refunding for the goods or the postal. They apparently have so many refunds that they can't process it all..... I wonder why. I don't want the copy and paste automated response:\Hello SENDER