Poor Service

I ordered a pair of trainers online They were the wrong colour Got hold of the company to swap them for the colour I wanted It was level 4 of lockdown so I was to ld to contact them later When level 3 was implicared I was able to return them- the courier came quickly and collected them I was told 10 to 14 days I would be refunded- NOTHING HAS HAPPENED I speakl to a nice ladt there Lynn- very helpful- keeps on telling me a different story- the last one was that the refundwas done on the 5th- it is now the 10th and nothing. I thought Puma was a responsible and honest company. There also seems to be no way to escalate this What do I do now? All I want to do is get the right traiiners Very poor service!