Pathetic Service

I purchased a nike tracks suit on the 6th September. When I received the item,only the pants was in the parcel no tracksuit top. The pants that was sent had oil stains on and the quality of the tracksuit was bad,looked like a **** nike tracksuit. I requested a refund and when following up on my refund,they claim that it has been processed. Now I fail to understand how they could process a refund when nobody confirmed banking details with me. Their service is PATHETIC!!!