****** returned item and bad service

i returned a watch to Takealot and have been struggling to get the refund for it. i have spent hours calling their call centre ********** 000 option 2 but issue is still not resolved. all their service agents i speak to promise to assist and give me feedback but do neither. and the next time i call i have to explain the issue to a new agent. I dont know what else to do. I am really frustrated. to top it all of they do not seem to have a complaints department where you can escalate issues to be resolved. this is is really the worst service i have received from an online shopping service provider.