Refund delay

I ordered a pool from 4Home the end of December and their website stated they will on reopen on the 4th. I was ok with it. Then the week of the 4th I received an email stating they do not have the pool in stock. I then rep**** to say that it fine they can cancel the order I am not going to wait until they have stock. I got another email from a consultant regarding a query I made, I rep**** to the consultant stating I am still waiting for the refund. She advised it was sent to the accounts department and they will get back to me. That was on the 7th of January, and I still haven't heard from them. I would like to know what the hold up is or why anyone hasn't contacted me yet.