No refund processed

I returned my shoes in perfect condition to Zando, requesting a refund. The refund was never processed, and even after emailing the company, no response. I had to call myself, only to find out that the refund was not processed and will be done manually, but I have to wait another two weeks for my money. It will then be 3 weeks since I returned the shoes. Good enough to take your money, but not good enough to refund?