Breach of return policy

Ordered an item online and the money was deducted from my account.did a return as the item was incorrect .the return got picked up Monday 11 Dec 2017 .emailed them regarding my refund it usually takes 5 to 10 working days and 2 to 3 working days aswel as their return policy.thats 13 days in total .It's now 21 days and still no refund.i emailed the concierge team and they said they have escalated the issue and I would receive a response with 24-48 business hours .still never got a response after 72 hours .this service is actually pathetic as they deduct your money so fast .But when it comes to returns it's almost a month and I still never got my money back .wonder what the next excuse is the their going to give me .**** service and cannot follow their own procedures and policies .speaks volumes about the company