Complaint on poor service from Superbalist

Good day, I am extremely dissatisfied with the service from the superbalist team regarding my order ***6. The exchange on the H&M dress was rejected on 27 November 2024 therefore I was not refunded my money back although i returned the dress. The dress is therefore now with superbalist. I followed up on 28 November 2024 to find out when i will receive the dress back, received an email from an agent who said they would escalate the matter. I followed up again on 30 November 2024 via email no response from superbalist. I followed up with a call on 02 December 2024 i was told by an agent the matter would be escalated and i would receive feedback. No feedback received from superbalist. I followed up again on 04 December 2024 and was told by an agent that the matter was escalated to the Johannesburg warehouse, who have not provided a response as yet. I was again told the matter will be followed up. At the moment i have no dress and no refund and not communication from Suprbalist. I dont know if I will even get the dress back.