Not happy

I bought an urn for work. When I unpacked there was no power cable and the element was rusted. I took it back and now have to wait 10 days for a refund. How can that be? Very quick to sell but not so quick to sort out errors. Today I got a call from 'Head Office' just wanted to enquire if I took a product back and If I was happy with the service. When I said no and explained they said they would get someone to call me from the store .... 5 hours later, no call and no refund.