Poor service

We purchased a custom tombstone from CFS/Factory Tombstone. They didn't deliver what we wanted so we opted for a different tombstone. We are now due some money back. Everytime I go to enquire, the office lady never has answers for me. Every week is an excuse. She always says she will ask the people in charge of finances the following week and get back to me but she never does. We want our money back as soon as possible.