Brooklinen promised to refund my sheets. Why won't it?

Brooklinen promised to refund my sheets. Why won't it?

I bought sheets from Brooklinen.com a few years ago. The bottom sheet had a tear and they sent me a replacement. But every two years or so a new tear would appear, so they've replaced them three or four times. The sheets I got from them this time are not the same quality as the ones in the past. They're hot and scratchy. I've returned those, but since the credit card I used to pay...