Saks OFF 5th review: Refund for my return

I ordered a jimmy choo red sunglasses on 9/22/23, order #[protected] with 4 items but received a dark blue or black one. I went to store to return but unable to do it due to wrong item, not matching with my order. The store called customer service and told to return by mail with their return label and packing split sent to my email. I went home and reordered the same red sunglasses, order #[protected] with 6 items online again because I wanted that red sun glasses. Unfortunately I received the same dark blue or black sunglasses again. I got so frustrated so I returned the entire order. However I though I put 2 orders in 1 return box with the good faith to save the shipping cost for them. I took pictures of the items in the box, 2 packing splits for 2 orders above and used the 2nd order shipping label and sent out. After a while and got my refund for 9 items but not the red sunglasses that I sent to me wrong for the first order. I called may times in the last many months to ask for my refund but always got denied because they claimed that they've never received my return for that item "because it was sent wrong from beginning so the item is sure not match with scanning system"! I sent them the pictures of the box, showing 10 items and 2 packing splits with 10 items there but I still got denied. I wonder how can I get my refund?

my contact info is [protected], email: [protected]@yahoo.com

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