Non Payment of Refund

Hi,

I purchased an item online, which I received on the 2 December, but returned on the 7 December as I wasn't happy with the product. All was in order and the returns department took it in at the Arbor crossing store. I was promised a call by the end of the day with regards to the refund onto my credit card which never came. teh call came on the 16 December explaining that they have been offline since then(hard to believe). I was promised a call teh next day which never happened as well. In between the 7-16 december i logged via their webpage request to pay the refund, which were never responded to. I called again today and still no way of seeing my refund. Again does this become a thing that the customer has to chase after a refund? this should also be refunded instore and costed out to the online cost centre.