Extremely poor service and no refund

My online order number 207797 bears reference. Delivery was eventually done 2 weeks after the promised delivery date and this was done after I arranged the delivery on behalf of Leroy Merlin. When the 2 x chairs arrived, one of them were delivered damaged. After contacting the call centre, it was agreed the chair would be returned and a refund processed. Leroy Merlin's courier company collected the damaged chair on 5 Dec 2023 and to date I have not received my refund. I contacted Leroy Merlin again on 18 Dec to follow up, Brendan tried to assist me but I was expected to hold onto the call for over 20 minutes with no resolution. Kindly advise when my refund will be paid. The situation and level of service is totally unacceptable.