No Refund despite various requests

I have logged my refund request on the 8th of November and was very impressed when they collected the shoes before 9am the following day. But unfortunately that is where it stopped. to date, 4 December, I have still not received my refund despite numerous calls logged...ref number 897772, 886472, 870578, I can carry on. I have sent four emails last week and not one response. I am very disappointed!!!