Sunglass Hut: Worse refund experience

I purchased a pair of sunglasses from Sunglass Hut (25 November 2020, Edgars, Tygervalley, Cape Town) and upon arriving home I discovered a small chip on the inside of the one lens. I immediately took it back the same day to swop it, but as it was the last pair, I asked them to do a refund. The salesperson informed me it will take 7 working days to process. Last week I inquired about it writing to the refund department but had no response. I called twice, but after holding on the line for 22 minutes and 17 minutes respectively, I abandoned that idea. I went back to the store and the salespersons showed me proof that they processed my request on 27/11/2020 and sent it to their head office. Today 14 days later I again email and only received an incident number to my hugely frustrated email. Customer service is so poor, I swear I won't ever set foot into one of their stores. I just want MY money back that they owe me!