No refund received

I placed an online order in April for a cell phone and a free screen protector. I was charged for the screen protector and was told by samsung online store that they will refund me for the screen protector. To this day i have not received my refund and i keep calling samsung online store and they indicate that the logistics department has not triggered the refund and that they don't respond to the follow up emails from the online store team. This is very bad service a customer should not be fighting for months to obtain a refund.