Bad service for such a big store

I bought shoes online and returned them on the 15 Dec to date I haven't received my refund, the responsible person is Lerato and she's been copying Alexandra Ramos on our correspondence, communication is very bad I did even mentioned on the email I sent Lerato I had to make a follow regarding the returned shoes myself because she told me that she doesn't deal with the returns but funny she's the one who's responding to my mails she then copied Natasha from the courierguy to confirm about the return only on 21 Dec when the shoe was returned on the 15th, she asked for my banking details

Good day Tshoanelo,

I hope this email finds you well.

"I have made a follow up with the courier guy and have cc’d you in an email sent to them in regards to the shoe that you handed Peter. Kindly send us your banking details so that a refund may be processed. Kindly be advised that we do not have a size 6 available. " Above is the email that Lerato sent for my refund, to date I haven't received my refund.

Regards Nelo ***