Pathetic Service, poor refund system

Pathetic refund process.

After 2 failed delivery attempts (with specific delivery instructions provided but not followed) I received an email to say that a refund will be processed. It is now 2 weeks and i still await my refund. I paid for my goods, have not received my goods nor my money back. I have sent numerous emails and to date got 1 measly response saying that they are still processing the return and will advise once the refund is processed. If I had received the goods and then sent it back l would understand a 2 weel delay. This is unacceptable!