Gross Misconduct & Refund Refusal: Shoe City/Pepkor Management Failure

I am lodging a formal complaint against Shoe City and Pepkor for refusing to refund my online order SC69210. Despite an approved return on 11 February, staff including Aluwani Sibasa and Shardonay have been unprofessional, making jokes and hanging up on calls while working from home. I have now escalated this to the CGSO under reference NDNRJEV4 because the executive team is ignoring my 48-hour notice.