Snatcher refund of product, with no sucess

I order a product, I was not satisfied. I send it back for a refund. I received an email from a lady in customer service she said they are in process of refund , this a couple off days later still no refund, now I can't get anyone to reply, when I will receive my refund. I don't think this is a way to treat a customer , I tried email, message on Facebook, but nothing. They have their product back and still no refund.yoi can't phone them. There policy send refund while take 7 days, this longer than it.