Item out of Stock,they are taking long with the refund

I have bought a Samsung 400L B.F fridge at Game on line Store on black Friday,I was told that due to the high volume of orders they received,they could not fulfill my order.They have two options for me,one is for me to get something in store or take the refund. so i opted for Refund on the 29-11-2017,I was communicating with Nomfezeko Mthembu through email.She said she will process the refund on the 01-12-2017 even today i didn't get the money.when i call they just transfer me to the phone unattended phone.