Won't refund me

Take alot didn't get back to me when I requested a refund so while I was in cape Town I returned the parcel myself to the warehouse. Upon not receiving the refund they eventually got back to me saying the item was never returned to the warehouse. No one gets back to you unless you beg them to. When returned the item I asked for some sort of **** and I was told that it will be refunded and that I shouldn't worry. If this item isn't credited I will take this further. This is completely unacceptable as they telling me the item won't be refunded due to their negligence and obviously have lost the item that was credited. I will never order from them again!!!!!!!!!