Bad Customer service

On the 2nd December with my online order I received a bag of pears that were rotten. I sent email with picture on 3 different occasions. Then I got a phone call from a lady who asked me to send the picture to her which I did. She told me there would be a refund in my account within 3 to 5 days. I have still to this day 18th Jan not received any refund despite another 3 emails. Disgusting customer service.