Horrible Follow Up Service and Refund Proccessing

I am writing to express my deep frustration and disappointment regarding the ongoing delay in processing the refund for an item. The item was purchased and paid for online on 14 March 2025. The item was delivered and a return and refund was submitted. The item was then collected to have it returned to Marko on 27 March 2025. Despite the considerable time that has passed, the refund remains outstanding. When I followed up earlier this week, I was informed – with no prior communication – that the refund had been cancelled without any explanation as to why it was cancelled, and I was instructed to resubmit supporting documentation. My husband promptly did so on 5 May 2025. However, as of today, I have yet to receive any update or confirmation that the matter is being resolved. Upon following up this morning, I was advised again that the refund will be escalated. This continued lack of communication and resolution is entirely unacceptable, especially given that this matter has now dragged on for over a month. As a customer, we should not be expected to chase after a refund for this long, particularly when the return was handled as per your procedures. According to their refund policy, refunds are processed within 7-14 business days and can take up to 7 business days to reflect in your bank account. No one can give you contact information to follow up with the relevant department except for calling the call center.