Reimbur*****t not done

I purchased goods on the 24 feb, some items were not available, I requested for a refund but still my account is not credited. I logged a complaint with them via their support all I got was a ref no, no feedback whatsoever, the reimbur*****t should take about 10 days from request but mine is over 15 days. I'm so disappointed with their service. we use the app for convenience, but I won't recommend anyone to use it, I have checkers app i never encountered such problems.