Takelalot Returns

I returned two items on the same day, I got a refund for the one. The 2nd item I received an email for from support asking if I decided to keep the item. To which I rep**** both items were handed over to be returned.

It seems no one knows what is going on, I have followed up times on what is happening with this refund and no one bothers to get back to me.

How do I escalate this further ?