Return concluded and no refund and no response

I ordered a wok. I received it and it was scratched. It was returned for a replacement. The second wok was scratched even more. I returned it for a credit and it now says return concluded. It has been more than a week and no credit is reflecting. There is no number to phone someone. The contact us form seems to go to someone not doing their job. After 5 forms have been submitted, i have not received any feedback. Do i have to go and make a case of theft before getting my credit back?