Bad service

I logged a ticket a week ago for a return , refer to RRN-8970-c84f to which the item (damaged berlinger haus pot) was picked up & have since has not heard from take a lot, i tried to follow up & was assisted by a lady named Ziphokazi who called me & was unhelpful, putting me on hold for several minutes & eventually after she could not answer my questions told me her system was not working properly & that she would call back which has not happened. could someone please refund my money asap