No refund

I've been using superbalist for a very long time now and I bought multiple items on the website with no problem ever. But a month ago I logged a return they said it would take 5 working days to be refunded. Two weeks passed and still no refund I then mailed them again where a woman assisted me basically buttering me up. It's now two weeks after the complain and I mailed them again because I couldn't get through to them telephonically. I don't understand why refunding my money is such a mission. Because when it comes to deducting money from my account to pay for something the payment happens immediately. This is so frustrating