Horrible Service

I ordered an item an when i received it it looked like it has been opened and it was dirty. I logged a return on the item which i fully paid for, but i was never refunded for that item, i tried countless times to contact them to get my refund or get the item returned abck to me, but all i get told is that they are escalating my request to the relevant dept. I bought the item last year december as a christmas gift for someone, to this day i have not been refunded or received the item back. They have my money and my order and ignoring my emails. Very bad service