Horrible Service and Refund Policy

I lodged a query for a refund and I still haven't been refunded my money even after going through the effort of driving to durban myself to return the stock in an effort to speed up the process. 1 week later and I still haven't received my refund. Everyday I keep getting told that it will be processed the following day and the same story again and again. Monday will mark 2 weeks of me following up on my refund!! They're telling me that the person in charge of approving the refund isn't in but I'm not understanding how that is my problem, especially when I've also given them the entire week to rectify the issue. The person responsible for my query (Kyle) has been responding and trying to assist by escalating the matter, however the problem seems to be with management not willing to make an effort to process my refund.