The Warehouse customer support is careless

Bought a Decker binding machine. An expensive one. After a while it started to lose its power. I felt it strongly in my hand. I asked for a The Warehouse refund and sent my machine to their central office. They have not refund me until now. (2 weeks passed) Plus, I have not taken even an email or phone call to explain the situation. I have no idea what they are doing but it is very annoying.