Poor response time

i have purchased something from Zando and had it returned, i have returned two items on 07/12/2015, one had been re ordered and delivered and yet i am still awaiting a refund on the second item even though they were both sent on the same day. <br> I have tried contacting the call center and twice i waited for over 10mins and the call got cut. i need this escalated and this resolved urgently