Poor service

I bought a Donna jean online and the jean did not fit properly, i called in for refund and collection they sent thier courier to come fetch the item month end May. Since then i havent recieved my refund. I call them every day to follow up but they keep on telling me that they will escalate the matter. I spoke to thier consultant Camroon two weeks back, he promised that i will be refunded by the end of the day even today am still waiting. When i call for Camroon they always give me excuses. I call them everyday and they tell me that they will escalate the matter.