Refund and delivery not made

I made an online purchase on 19/10/2017, collected it on 21/10/2017 and returned the faulty item on 05/11/2017 to the Centurion branch. I have not yet received the refund after being told that the refund will be made within 5 to 7 days. Upon following up more than 2 weeks ago I was told that the forgot to process it. To date I have not received the refund and have been unable to get hold of anybody to assist me. Neither of your customer care email address have responded to my queries either. In addition, I've made another online purchase on 24/11/2017 with delivery advertised as 2 to 5 days. To date I have not yet received my purchase. I'm not even asking for good customer service, basic will do, but you do not even manage that.