An absolutely annoying nightmare

The worst service ever. I bought an iPhone to the value of R25000 and then before collecting I decided I want to change to an upgraded phone. I went to the pick up point in fourways I was told to check it out and call take a lot to log the exchange which I did and received a reference numbers. I was told the refund would take 4-5 days. four weeks later still nothing everytime I call the consultant gives a different response. Then last week I am told they cannot locate the item and I was like but I returned it then they found it said they sending it to the warehouse and I will have the refund in 3 days. This did not happen and when I called them again the consultant says they cannot locate the package. Absolute nightmare to return a product.