Major Delays with Refund

Went to Wefix Brooklyn to replace my cracked iPhone xs screen. When I got it back the screen was not functioning and just went black, the workmanship on the replacement was also very poor. I’ve immediately submitted a refund. It is been 16 working days to date and still no feedback on the progress of the refund even though they claim it takes up to 5 working days in their T and C’s.