Poor services and *********** staff

Elex academic bookstores bad and poor services i have received there they dont even deserve one star.I have order a book in April which they promised that it only takes 7days when i went to them i was assisted by lady name of Koketso who was so rude she told that orders take 14days .stil aftet 14days i did nkt receive a book and i went back to asked for a refund same person she gave a refund form to sign and yesterday when i sent them email asking how long does refund take they say they wont be able to refund me because they have book in store.how do i collect a book aftet signing a refund form?