Still waiting for my money back!

I recently ordered a clothes drying rack which was supposed to be sturdy, I ended up having to return the product twice!! The first time it came it was delivered broken, I could not set it up because one of the supporting arms of the drying rack didn't fit so I returned it and asked for a replacement, the second one came and the packaging was torn and tattered and the product was full of dents and scratches. I then submitted a return and on my app it say the return was concluded but its been 3 weeks and I am still waiting for my money!! Needless to say I am very unhappy and conveniently there is no help desk to help me resolve this issue.