Furniture store contradicting stories

I am not happy with the service received from the staff of decofurn Northriding. When it came to placing an order and paying they were more than happy to take my money. After paying for the order we noticed that there were items on the order we did not ask for, this is when we immediately explained the situation and were told of a refund that will be processed on a Tuesday/ Thursday. It is a week later and still no refund or any news on the delivery of our order. I've called numerous times expressing my frustration and all i get is unhelpful staff. I spoke to the accounts lady requesting feedback on my refund, she asks for my number and tells me she will check, she then comes back and says please hold on and the next thing im talking to someone new. Could she not tell me that she is putting me through to someone else to assist me. Then the person i speak to cannot answer my questions which irritates me further because im being given a different story. When i call to speak to the sales agent he also gives me stories. He says he will call back but guess what i had to end up calling yet again. Is this the kind of service you give to your clients?