Return concluded- no refund and no replacement but your Warehouse is sitting with the stock returned

I wonder if this will just fall on deaf ears. I am getting no joy from numerous phone calls and emails. You collected faulty fairy lights on the 12 November 2021, I ommitted to give the spike back, I sent you footage of your driver collecting the spike on the 17 November 2021. You had all the items but yet you conclude the refund and don't communicate with me. You assessed it on the 16 November 2021 and you have the missing spike so why am I still waiting for a replacement or refund? Your staff are giving me all sorts of excuses, we will follow up with the relevant department, your refund has been declined due to no feedback, we will contact the warehouse to find out what is going on......... blah blah blah why is this taking so long to be resolved. Reference number MRRN-EJD9X-KXY6 , I am done with making phone calls and receiving numerous emails, can you please do your jobs properly and refund me or replace the item. This is so annoying, it is like talking to robots and walls and no one sorts it out. How long must I still wait for this to be sorted?