1 Month - NO FEEDBACK

Received our online order where 6 bottles were broken and sent back. I contacted the Customer Care Centre on ***on 9 Dec 2017, gave them my order number with the issue and the agent told me that it takes between 7-10 working days for them to credit me (after this call took about 30 minutes in total). I have not heard anything from them again. No credit to my PnP Card or any phone call to give me feedback whatsoever. Called the "manager" office on 16 Jan 2018 - she was not there and left a message to be called back. Still, no one called me back. Called again on 19 Jan , spoke to the same person and the "manager" was in a meeting... Perhaps my timing is just sh***y but how long can it take to have a query resolved???? Yes, you don't owe me millions but it is the principal that remains! Why must the CUSTOMER ask for feedback when it is your staff's job to provide that service? Why must I ASK for my money back after 1 month??? I HATE going to hellopeter with stuff like this, but it is the only way one can sometimes get things sorted in life. Clearly your customers don't come first. It is an EMBARRASSMENT!