Dented and missing items and no refund!

I bought a microwave around October but it was dented. I logged a return and was contacted to provide pictures which I did and was not contacted again. I made numerous calls and was finally assisted and the microwave collected! Their courier company also contacted me and was assured I would be refunded 7-14 days! It is now January and after countless calls and emails, I am still without a refund. The last call I made they told me the issue had been escalated to the wrong department and would be resolved expeditiously! i am still without my refund! The other issue was a very delayed and incomplete delivery on another order. I ordered on 27 Nov and made numerous follow ups as I wanted the order to arrive before I went away for the holidays! When tracking the item, it said out for delivery from 5th December and was eventually delivered around the 30th! I requested a refund for the missing item as I would no longer need it. I was also told 7-14 days for that but here I sit with not refund and no updates!