Refund from cancelled order unpaid in over 1 month

Boardmans Online apparently does not keep their own stock and relies on in-store stock, so if you order from them there is a chance that order could be unfulfilled if stores run out of stock. Daft! Had to cancel order from Boardmans online store on 5 Nov because they ran out of stock and did not communicate this to me for 2 weeks. Then after another 2 week wait, still no refund. I called several times to escalate. Twice I was told that the refund is being processed (27 Nov) or has been processed (04 Dec) but 5 days after each call still no payment. Had also asked for supervisor/manager to call me back (04 Dec) because they were apparently busy at the time I called but, of course, I was never contacted. I called again on 10 Dec and was told that they could not see on system that this issue was previously escalated! Asked for supervisor and received more promises that payment will be processed on the day and I must now wait another 3 business days for money to reflect.