We received a terrible service at Bradlows Protea Glen from the Manger (Matsatsi) & Consultant (Keke)

We received a terrible service at Bradlows Protea Glen from the Manger (Matsatsi) & Consultant (Keke). My wife canceled our lay bye and requested a refund to be deposited to my account, we submit all the documents they requested. It's almost three weeks now and nothing has happened. They don't give us an update we had go to the shop to for an update.