Pathetic Service & Empty Promises

I placed an order on the 24th May 2023, finally received delivery end of June 2023. To my surprise I had an item missing and one incorrect item delivered. I managed to return the incorrect item but have since been waiting for my refund. The last response I received was from Tanaka on the 1st August 2023 saying, "The matter has been further escalated. Have requested finance to settle the matter. Have expeditated and will process refunds." I have followed-up on the 8th, 11th & today 23rd August and still no response. I have been very compassionate but can't be compassionate anymore.