Return went missing

I'm having nightmares with this company. I logged a return, the collected my item but never booked it in. Iv been in contact with several agents Tina, Sandi, Chevonne, etc. non of them could give me an answer as to where the item is or when I'm getting my refund. Here I'm still waiting 3 weeks later.

Please can someone get in contact with me. I'm taking this to the Ombudsman.