Poor refund service

I have ordered from Loot before, never had any complaints. But this time I had to return something that was damaged. I have been trying to get a refund from them for the last week. They credited my account with the purchase amount delivery excluded. After complaining that I wanted a full refund, delivery included to my card, because the product was faulty, they said that they will give the full refund, but when I queried this morning about not receiving the refund, they gave the full refund against my account and not my card. They said that they would refund against my card, so it might take another week to see if they actually did this. Pathetic refund service.