Brandsvillage.com — Refund for 2 returned items and an item not received still not resolved.

I purchased an order online on 19th May. I received my order and 1 item did not get sent and I sent 2 back, 1 did not fit and the other was sent in a different colour to what I ordered. I phoned the customer service line and was told to send the items back with a return form. I requested a refund for the items. This was done on the 3rd June. I have a tracking number for this from royal mail. My order number is[protected]. I phoned a week later and spoke with a woman who said that someone would phone me the next day to confirm my returned items and the item that I did not receive. Nobody phoned so I phoned 2 weeks later, somebody answered but then hung up the phone. Tried returning call but no answer. I emailed later that day with all the details and what items I returned and not received and how much I expected from the refund. I received an email back from Natalie Reynolds who was apologetic and requested my tracking number. I replied with my tracking number and the time and date when my items were returned (went onto royal mail website). She replied 2 weeks ago to say it will go to higher authorities and she would contact me, but I've had no email returned. I sent an email last week to ask for an update but still no reply. I have sent another email today.