Bad customer service - refund takes ages

My first ever order from the channel, i bought two j frances sapphire necklaces and one silver and diamond necklace from this channel at the cost of over £90 without postage costs as bridesmaids gifts for my wedding.
The j frances necklaces were lovely. abit larger than expected but the sapphires were beautiful. Shame the same could not be said for the diamond necklace.
It was cheap looking, badly made, the diamonds where literally chips and to top it off there was a stone missing.
I phoned the customer services only to speak to a very stroppy moody adviser who said to package the damaged necklace back up, along with the return form and post it back as special delivery and i would be fully refunded the amount for the necklace and the return postage. So this i did the next day (friday)
i received an email the following tuesday saying the item had arrived safely and a full refund would be with me within a couple of days.... Over a week later and i am still waiting for my refund.
I phoned the customer service again today, costing me money for the call again, only to be told the refund has not been issued yet and could take up to 30 days and that they know the email says a couple of days but they are looking to change that.
Also when i asked about the £7.00 return postage cost i got told that it would not be refunded as i did not put the reciept in the package with the necklace. I told her that this was Not advised to me when i called.
The girl i spoke to today apologized and said i should have been told this and if i post the postage receipt to there main office they may be able to refund it but not guarantee. At this i told her I was not happy with the service, i was advised wrongly to start with and that it would cost Me Again to post it to them.
In the end after me wanting to put a complaint into the manager i was offered a refund of the original £4.95 postage costs as well as my refund for the damaged necklace being pushed through quicker.

Yes i have still lost out by over £7 but i dont see why i should post to them Again at my extra cost.

Over all yes they sell some stunning pieces,And you deffinatly get what you pay for but this being my first order, as far as customer service goes when it comes to new customers i have to say they leave a lot to be desired.
I would NEVER use them again, and i Will never recommend them to anyone to use.
Just keeping my fingers crossed now that i do actually get the refund go into my bank.. we will see i guess.