Refund

I made a purchase on the Superbalist.com app on the 12 Dec 2018, I received my order on 18 Dec 2018 I ordered a pair of ladies leggings and I received a boys jacket, I phoned to enquire about the mix up and no could give me a proper explanation I was just told the item is out of stock then i requested a refund. It's rather shocking and unbelievable that up until today the parcel is not collected meaning my refund is still not done. On the 2nd of this month I sent an email to customer service explaining the situation and I got an automated response saying I will be contacted in one business day and I'm still waiting. On the 4th I called and spoke to Brian and explained the situation and he promised me somebody will call me as soon as possible and again still waiting for that call he gave a reference no ********** . I really don't know what to do now I have been extremely patient and understanding but I feel like I have been taken advantage of won't stand this kind of treatment no one deserves to be treated so badly. Firstly I get an incorrect item which no one can explain how that happened I understand that then I ask for my money back no one wants to help. This is totally unacceptable and very bad for business and most certainly the worst service I ever received from any retailer even shoprite gives better service than you. Extremely terrible.