Taking 4 plus weeks to process a refund

Went to to the store shown on website to collect my order. They spent more than an hour "checking" as they did not have my order with them. After an hour they told me to go to kolonnade Game because its with them. Got there. They also spent close to 2 hours "checking". Finally telling me they dont have the items as it shows it was dispatched. Dispatched to which address? I selected pick up for a reason, not delivery. Then we're told to come back tomorrow. Unfortunately opted for cancelation and refund because we had driven 3 hours to Pretoria that day and another trip wouldn't be practical for something they also cannot trace. It's now been 4 weeks their webchat personnel telling me the matter is with finance. And today I'm told some paperwork is yet to be processed. Which one is it?

I still haven't received the refund. Banking details were captured and all. But 4 weeks later we're still going around in circles! Very disappointing.