What Customer Service?

I requested a refund 13days ago because of the disturbingly bad service I was faced with when collecting an item ordered online at the Atterbury branch. After submitting the complaint and requesting a refund, I received a call from the store manager, highly annoyed with me, she simply stated that she "doesn't understand what the problem is..." Needless to say, all this seems to have been swept under the carpet, and getting and actually refund processed, is going to be a long and tedious drawn-out process.