Cancelled order is not refunded 2 weeks later - told that it will take another week

I cancelled an order on 30th December and was told that my refund would be processed in 7 days. It's been 2 weeks, and to this point I have not received my refund. I raised the issue, and have been told by the agent that they have escalated the matter, and that my refund will be processed in (another) 7 days. 3 weeks (best case scenario) for a refund which was said to have a 7 day turnaround time? This is completely unacceptable. Where is my refund?