Bad service

Good day,

I returned a carpet which a bought in July, I submitted the return as it was not as per the photo of the adverti*****ts, the return was done on the 3rd of August and on the 5th of August i received an email stating that my return was successful and they will repay me ... today is the 26 of August and STILL no payment was recieved, i queried it so many times but no costumer service/feedback whatsoever ,,, Nastassja Damon keeps on saying that she will escalate it to the correct department, but i mean how long does it take ??

This is so frustrating, please can someone give me answers.

Regards