Delays in Zara Refund Process Lead to Disconnection and Disarray

I initiated the return of my order with the number 5349*****18 because the perfume I received was broken. Since November 25th, the promised refund has not been credited to my account. Despite ten attempts to contact customer service through live chat, the issue remains unresolved. Each time, I am assured that my concern will be escalated to the relevant department, but no one has reached out to me. This lack of communication and the ongoing delay in processing refunds are unacceptable, leaving customers in a state of disarray.