Poor Customer Service

I ordered hair from Exclusive on the 7th of April 2026, I received the order on the 20th April 26 (which was wrong not the hair I ordered) I paid extra R220 to send the hair back to them. Only last week on the 5th May I was provided with the tracking number for the parcel until today there is no progress on that parcel it has been in their premises. I have been sending messages enquiring and they are not replying. I no longer want the hair can they just refund my money I mean they are a big brand for ****ming people.