Refund and service

I made an online purchase worth more than R2000 at New Balance and when I recieved my orders the items weren't fit for intended purpose. I logged a refund via their online refund/returns process at the end of which I recieved no confirmation of my request. I then had to call their customer services a few days later to confirm my request and there again had to go through the entire process again with the customer services agent on the phone. Then it took 2 weeks for my order to be collected for return in order to effect the refund. It is now 2 weeks after the order was collected and I still haven't had any communication from New Balance nor have I recieved my refund. I have sent emails and I have made calls but I can't get through to anyone.