Mediocre online service

Good Day, I bought a Samsung watch online. When I received it I realized that it's not what I had in mind. I then decided to return it immediately. I contacted Samsung regarding the process on the 2nd of May. I then filled out the form and sent all the required pictures on the 3rd of May. I was told that the process would take 7 to 14 working days for me to get my refund. As of today, the parcel has not been collected and I haven't received my refund after several attempts to escalate the issue. When I escalated the request in the beginning I was told that I was still within their turnaround time. Then I was told that they had changed courier companies hence the delay. On the 30th of May, I got an email that the return had been approved and that I would be contacted shortly. I made contact again yesterday and I was told I will be contacted before the end of the business. It was almost business the next day and no one contacted me. Kindly advise