No refund despite defective items being returned.

I spend thousands at both your home and clothing divisions. I received a defective product and it took ages to get it sent back. I am waiting for my refund despite sending it back two weeks ago. Your chat function is absolutely awful. Wait up to two hours for a response and if you don’t sit and watch your phone someone will pop in and close the ticket within 4 minutes. I’ve asked someone to email me with the promise of resolution within 24 hours. I am still waiting a week later. I want my money back. Order number Order number *** where is my refund???? It has been over two weeks since the item was collected. Please look at the chat history.