Issues with returns huge delays

I returned my faulty item then waited two weeks after sending 5 email I eventually managed to speak to an online agent via the website. They have agreed to refund me, (I sent banking details and **** of account from my bank which they requested) I am still waiting and fingers crossed i get the refund. Been very difficult dealing with them they keen to help when things are good, but if there's a problem then they seem to run