Game store-I want my refund

I am not happy with the service I received from Game stores, I placed an order online on the 29th November 2022 and I was buying it as a gift for my daughter who's birthday was on the 8th. I have not received the order to this day 11/12/2022.I went to game on the 6th to check my order as I have received a message from game stating that my order is ready at Game store South Gateand when I got there, there was no order ready for me to collect. They said that the item is still in a Mpumalanga store, I then called customer service to cancel the order and get a refund. The agent I spoke to logged my request for a refund and this was on 6th of December, today is the 11th and I have not received my money. I am very unhappy with the service I received from game ,I just want my money back that's all.i don't understand what is the hustle just to refund a customer that did not receive required services.