Refund delayed due to Incompetence, worst service ever at Cresta branch

Purchased products online, of which 2 were unsuitable. Went to Cresta branch to refund, staff dont know how to process refunds, then say it must be done by head office. Phone head office, no the refund must be initiated from the store. Phone the store manager, he tells me to hold on for the consultant thats supposedly dealing with my refund. In my life I have never experienced this. Now Im told the store will phone me to confirm the email has been sent to accounts to refund. The most terrible customer service ever. Head office customer care as well as the Cresta branch manager and staff are untrained and highly ***********.