Poor service

kindly refund me my money for an order I placed on Sunday morning 25 May, that was cancelled on Monday because of technical issues that were not communicated, I've been calling and sending emails requesting my refund and every time I get a scripted response that it is escalated and I will receive the money in 24 hours, it's an hour before the 31st and I am still waiting for my money, this is beyond poor service, must I physically go to the store and request my money or what needs to happen?