Bad customer experience and service delivery

Purchased an airfryer, on day of delivery the box was open, scratches around display and just not to expected standard. Requested a return based on my findings the same day, took them over 2 weeks to agree to collect the airfryer after requesting me to justify why I wanted to return it. A week later I was advised of my refund being loaded and that it would take 7-10 days for refund to process and reflect (all good) it's been a week since the 10 day mark and still no money reflecting. Advised that I would take it further and got a response along the lines of "I will follow up with accounts and get back to you", still waiting for feedback