TERRIBLE SERVICE- GAME STORES

I ordered an item from Game Stores online, one item in my order was delivered, no communication as to why the other two items were not with the order. After contacting Game myself I discovered that the other items were not available so I decided to cancel the rest of the order( This was done through a customer service agent at Game on the 7th of July). I was told it would take 7 to 14 business days and that I would be informed once the refund was processed. To date I have contacted Game online support more than 5 times and each time I have been told that the refund has not been processed and each agent promises to call me back once they have spoken to the finance department. No such feedback has been provided.