Pathetic Customer Service from ONLINE CUSTOMER SERVICES

I purchased a product online, which was delivered on the 23rd of January 2019. After trying it out it was not working properly and I went to the Strubensvalley store on the 24th of Jan only t be advised that it was an online exclusive and I have to deal directly with Online Purchase Customer Call Centre.

I sent an email to Online Customer Service with a photo of the item in its original packaging as well as my issue with it, requesting a refund. I had to repeat this process daily for a WEEK before the courier company arrived to pick up the item for "testing"

2 weeks since the courier picked up the item I followed up again to then receive a "oh, your refund request was loaded today" This was the 15th of Feb.

Now again two later - I have not heard anything and AGAIN I had to be the one to follow up!! I find it utterly annoying that this is taking so long and even more annoying that I have to constantly follow up on the issue - absolutely NO CUSTOMER SERVICE. AND YET I STILL HAVEN'T RECEIVED THE REFUND! How is it possible that something so simple is taking almost 6 weeks to resolve!!