Lack of communication and no refund

So I ordered shoes/sneakers on the site and unfortunately they did not fit and since I was told this return process would take about 7 days and my refund would take 3-4 working days but it’s been weeks now. The worse part is I need to follow up and no one bothers to communicate with me. The collection took place on the 28th of May and we are on the 15th of June today. The lady I spoke to today told me my refund was rejected and again why was I not told? Why would you reject my payment? Why is no one communicating with me? I want my money as in yesterday this is not a loan so I need what’s mine.