BAD SERVICE

I returned an item with a defect back to Identity Store Festival mall on the 29.12.2018 and I was told by Siphiwe that it only takes 7 days to resolve and she will give me a call. To this day I have had not a single phone call from her, I'm the one who's been following up from the 7th day until now, everyday when I call it's the same story, The Quality Control division hasn't come back to them yet and I must wait indefinately. Yesterday I call the HO to complain and they again connected me to the store with the same person who apologised which is the only song she sings ever since, she then promised to call this QC division and get back to me, guess what, she didn't bother calling until now. This is the most pathetic worst service I've ever had. I just want my refund and I will never buy from Identity again.