waiting for a refund for 2 weeks

I thbought a corner coach cash on the 10 October 2015 at essops furniture. on the 11 I phoned and told them not to order/deliver anymore. My partner spoke to hear office and explained the reason why we don't want the coach . We were asked to send an email with my banking details so that they can refund me.they said the refund will be processed On the 20th and it will take 3 days .A confirmation email was received and lilly said she forwarded my details to head office. I'm still waiting for my money . I've been sending follow up emails but no one bothers to respond