Bad customer service

3 weeks ago I took back books bought at Reading Matters which my client did not collect and are still in original packaging with the invoice as well, I was turned back to go write an email of why iam returning the books by Nathi Nkosi. I wrote the email explaining why and I have been waiting ever since, I even cced their manager Estelle Carol so that I could get a response, instead now, as a customer, im suppose to do follow up to find out why im not getting my refund, the invoice does not have a cut off date of returning goods and even their staff did mention that there was a customer who returned books bought 5 years ago and was refunded, then why am' i being discriminated against. I need my refund as times are tough and I refunded my the customer, why am'i not getting the same service from Reading matters as I give to my customers?