No refunds or communication regarding refunds

We had floors installed by Floors Direct Northriding at the end of September. I was advised that there were some of the materials left, which we will be refunded for. I sent banking details to Jordan on the 2nd of October to process the refund. I have followed up multiple times, and have still not received any refund. Finally, on the 14th Jordan advised me that there was a backlog at head office in relation to refunds. I have since not received any feedback or refund. HOW LONG DO YOU EXPECT PEOPLE TO WAIT FOR REFUNDS??? This is despite the fact that we had really ****py service from the branch - promises made to have floors installed in time, times of appointments changed whilst on my way to the house and the team arriving almost an hour late on the rescheduled time - all of this less than 2 days before we were supposed to move in, at which time we weren't sure whether we would need to screed. We were told the screed would take 48 hours to dry, which meant that there wouldn't be enough time for it to dry. We finally had the floors installed the day before we moved. CAN WE PLEASE GET REFUNDED, SO THAT WE CAN END THE TRAGEDY OF CHOOSING YOU AS A SERVICE PROVIDER!