Nespresso Online refund debacle

We ordered some coffee pods from Nespresso online and when they arrived we realised that they were the incorrect size pods. We called and Nespresso advised that they would collect and give us a refund, we assumed this would be to the credit card they had debitted as no mention was made of requiring banking details. They would not exchange them at Nespresso Cresta. Nespresso on line collected them on the 2nd December. We followed up at least 3 times after that and were told a different story each time about why we have not been given the refund. We spoke to a supervisor Monday 13th Dec who promised that the refund would be done on Friday the 17th December after we were told that we were required to provide banking details by email, this was the first time that we were told this. I called on the 21st to ask why we had not recieved the money and we were told it had been done and were promised a copy of the refund? we received some print screen showing something done on the 21st that had no refrence to us and we still have not received the refund. Another company quick to take the money, but not so keen to give the refund as per the refund policy. I believed that all the stars that are used to promote Nespresso meant it was an honourable company, by this treatment I doubt it. Why do we have to fight to get back what is due.