Refund not received after 24 days

I have never had a problem with PNP on line shopping delivery Gauteng. For the first time I received a pack of broken globes, the packaging was not opened as you could see the globes were broken. I emailed picture on 1st Feb and was told refund would be within 7 days. It's the 24th today and still no refund, followed up numerous times only to be told they are waiting for the store? Unfortunately, I won't be shopping with them until I receive my refund. Are they bothered - I don't know.