worst service ever

PATHETIC SERVICE - I placed a order online and cancelled it the next day they delivered it anyway after speaking to a representitive , then when i got it back i took it back to the store for the refund - all documents were send and said it will take 7 working days - we on the 10th working day so i decided to call - first get put through to this department to that one to then get put through only to hold on for 4 mins and no one answers - Can i demand that someone calls me back please - as it was easy to purchase but not so easy to get my money back ... angry