SAMSUNG EStore online - NO SERVICE WHATSOEVER

I am at my wits end with Samsung EStore online. My boss' wife purchased a book cover keyboard slim online from Samsung EStore on 15 April 2024. She thereafter wanted to return it for a refund. On 23 April 2024 I spoke to a Vutlhari, took the necessary photos to show a sealed box and requested collection for a refund. I confirmed this telephone conversation with ***. Since 23 April 2024 until today 2 December 2024 (more than 7 months), the keyboard has not been collected for a refund. I corresponded with Sandra Kubatsi. The first email read: "Please note we’ve requested for collection and refund. Our courier partner will come to collect the product within 14 business days ..." and yet nothing has been collected. I have emailed many times for a response. I threatened and requested the manager's name and number to complain to him. He telephoned (can't recall his name), made empty promises that it would be sorted out speedily. NOTHING HAS BEEN DONE. The keyboard is still with me. I even reported them to "Voice of Complain department" (as Sandra advised me to do) and yet still nothing has been done. I don't know what to do anymore!!!