Faulty product was picked up by a courier company, the call I logged for the faulty product was resolved and I have not been refunded!?

Terrible after sales service. I purchased a broken toilet seat from the Boksburg branch, I only noticed the damaged product when I wanted to fit it. Drove from Pretoria to Boksburg the next day to return the faulty product and purchased another unit, only to find when I got home and wanted to fit it, that this unit was also broken. I reached out to the call centre and spoke to Thembi Masenye who was very helpful and got me in touch with the right person, who arranged for the second faulty unit to be picked up by a courier service on 14 Aug. Musa Manganyi informed me that they are the case manager who personally handle the case I logged, however the query I logged (731467) was resolved and I have not had feedback from Musa Manganyi since last week Thursday 17 Aug. I no longer have the faulty product in my possession and I also have not been refunded?? And I have no contact details for Musi either, just a generic email address - ***