Pathetic customer service!

Purchased a gas hob on 8 January. After a week of no correspondence, I contacted ac direct only to be informed that they are out of stock with no estimated lead time of stock availability. Given an option to pay in a difference for a more expensive hob or request a refund. I requested a refund and completed all relevant documents on 17 January. Again, all went quiet despite the automatic email stating they have a 48 hour turn around. Made contact on the 22 Jan and again on 29 Jan. This is when I get a very vague mail saying they have received my request and management will need to review. I asked how long does this take as I need the refund. Again, I was ignored. To date, I have not heard back or received my refund. Will never do business with this company again!!!