Always pathetic customer service. Not the first time im having issues

I returned a bag to them on the 21 oct , i was informed that i would be refunded within 3/5 days as the product was 100%. On the 7 nov i emailed enquiring y my refund was not done , they said they will check and emailed me on the 9 for my banking details. I emailed yesterday and 2x today and got no reply , i even called today and they say oh its a problem at warehouse they cant help. The bag is R974.05c