MrPHome seem reluctant to refund me

MrPHome had a glitch in their system and I was charged incorrectly for an online shopping order, as was my mother. On 4 December 2018, I was assured that the two amounts would be refunded and would reflect in our accounts "within a few days". Seventeen days is more than a few in my book.

I have emailed, no response, and phoned their Helpline many times, again with no success. The operators just cut you off after a while. On the morning of 19 December 2018, the Helpline operator (who didn't cut me off) assured me that someone would call me by the end of that day. It's now 48 hours later and no-one has phoned.

I tried to call the Helpline again at 17:05 this evening, only to be told by a recorded voice to phone during their operating hours which are 08:00 to 18:00. So it seems that they are working on daylight-saving time - 17:05 is a good 55 minutes before closing as far as I'm aware.

I am being penalised for their error, which I think is a bit unfair.

I cannot believe that MrPHome is part of the Milady's group - their service is beyond excellent. Maybe MrPHome should take some tips.