Still no refund

I purchased a nappy disposal unit online as part of a baby registry list. It was scheduled for delivery on 28 August, however on the morning of delivery I received an email from ********** saying they didn't have stock and offered a refund or a replacement. I opted for the refund as the nappy disposal was a specific requirement from the baby registry. and provided my banking details. I have been following up on my refund ever since and I was informed on 03 September that the finance team were processing the refund and they would update me the very next day. To date I have heard nothing and I still haven't received my refund. I don't believe this should be a complicated or overly involved process - why am I waiting so long for my refund? Your customer service was copied in on my last follow up and 'hardly surprising' no feedback there either. It is shocking for a business to be complacent with so many poor reviews which are damaging to a company's reputation in a challenging market given the current economic conditions.