Extremely poor online service

I arranged for a refund for an item from the store and a maximum of 14 days is allocated to processing the refund. It has been more than a month and nothing is processed! Zara unfortunately only has an online chat system in place to query updates and this becomes daunting because the customers have to constantly follow up to find out what is going on. My refund is still not processed and the only update I get is that it is being followed up with the relevant store. This is extremely disappointing for such an elite store!!!!!!!!!!