Trying to get my refund

I ordered school shoes and when delivered I had 2 different make shoes and 2 different sizes. So I logged a return, somehow a duplicate was made. So after the shoes were collected, they tries to collect the same shoes twice that same week, I opened and asked them to cancel the duplicate return. But instead of just canceling the duplicate they canceled the original return as well. They assured me I'd still get my refund. But the return on the app changed to canceled and concluded. I have phoned takelot 4 times to find out what is going on and still they have not sorted out my refund. The school shoes that were returned I have been told are at the warehouse. I have been told 4 times that they would escalate my query and get back to me and I they never get back to me. I would like my refund and they are not giving it to me. I am very disappointed, I am waiting over a week for my refund and getting told they will sort it out and my emails just get ignored.