Unsatisfactory service on refund

Ordered an item on 10 October. On 3rd Nov received an sms that item will be returned if I don't collect, keeping in mind my payment was already made, Visited the Bellville pick up point the morning of 3rd Nov and was informed the parcel was returned tot he warehouse but they cannot tell me which one. Contacted the call Centre who will investigate and get back to me. I requested they rather deliver than refund me as I want the item. Ever since I get e mails to say I must return the item before they can refund me. Joke is I don't have the item. The pick up point returned it to the warehouse. I've been struggling for 10 days to get my refund and the call Centre is pathetic. They never return your calls, unable to assist and keep on telling me it will be investigated and then they will call me back, which never happens. I'm quite fed up with their service

Order nr *** Reference Reference: MRRN-68G4X-E57V Item: Dreamwork gabbys dollhouse sound book