Puma — Refund not processed for over 10 days

I requested return of my order on 17th Dec. But pickup wasnot done. I followed for 10 days and finally it got picked up on 28th Dec.
But since then there is no update on return and refund status.
I have raised tickets with customer support several times but they said they dont know where shipment is. its been going over 10 days. I have been following up with PUMA but they didnt respond to my mail or never arranged call back as promised several times.
This is extremely unprofessional and worst behavior I have experienced from any online shopping websites.