Terrible Customer Service

I bought a Samsung gear fit2 pro from the Samsung store at the V&A waterfront 2 months ago. Less than 1 month after purchase, the screen started to flicker lines rendering watch unusable. I took the watch back to the store and requested a refund as a little research had shown that this was a common error with the watch - that was over a month ago. I was told that they first need to do an assessment and confirm that fault was factory fault and not negligence. Two weeks after returning the watch, I went back to the store (I live 100km away) to find out what was happening with my refund as I had heard absolutely nothing. A call was made to Canal Walk branch where watch was, after much confusion and attempts to find the watch it was eventually found collecting dust hidden away in a corner. The technician at Canal Walk said he will attend to fault assessment that day, which he did and sent an email confirming factory fault. Since then, over 2 weeks ago, despite numerous calls to the store's customer services (to date Samsung have not contacted on one occasion), they cannot tell me when I'll receive my refund. For over a month they have my money and I have no watch. Eventually they gave me the number of the principle, Elcardo who I sent a message om 9th March asking for his assistance in resolving this issue. Elcardo has chosen to ignore my message, treating me as an insignificant customer which I no doubt am in the big scheme of things - but is decent and respectful customer service asking too much? For me the complete lack of communication and the time taken so far is totally unacceptable. Not sure how to proceed from here?