Refund for botched order returned

Purchased 2 face masks and a pair of shoes online. The incorrect masks and one size 6 and one size 5 shoe was delivered, in a pre-owned state. The day I received the order, I took photo's and communicated with Foschini's. The online store responds to every query by sending an immediate automatic response to say the query has been resolved - before they do anything!! A series of mails later, the courier collected the order and they did nothing... 2 week later, I checked my order, the order had not been cancelled nor had steps been taken to refund my payment. I communicated again and am now receiving emails and SMS's to say the matter is resolved but still they have not processed the refund - the communications are just dishonest. I need for refund to be processed as a matter of urgency now please, Foschini has been granted sufficient time, my emails has prompted every single response from the group, had I not communicated they would have absolutely NOTHING! No respect for their customers.