Very bad service

Handed in a defected pot set on the 30.07.2019 Until now we have not receieved any refund or replacement. We keep op getting emails with sincere apologies.. we don't need apologies anymore.. we need our money back. For over 2 months now are unable to cook.. Policy and procedure says we need to get a refund or replacement within in a couple of days.. but nothing as yet How long do you really want us to wait? Very very unhappy customer. RRN-96b1-79c4