Shady refund policy

I made a purchase at Incredible Connection Northgate on 3 April 2026. I returned the item on the 26th April for a refund, Ticket number 0012.. I was charged the 15%handling fee as the return was outside of the prescribed 14 days. I returned to the store on 28 May as the 14 - 21 days of refund processing time had lapsed. I sat in the store for 2 1/2 hours while Julia tried to get through to someone at their Finance department and she failed to find anyone to assist. She had sent an email to enquire but this email has still not been responded too. She also promised to keep me posted but she has also let me down in this regard. Julia had advised on the morning of the 29th that the responsible people one was on maternity leave and the other was on annual leave and that was the last I heard from her. I guess she must have been busy with other pressing matters. How the hell do 2 people go on leave and leave an office with no support? I have had no communication as to what is the hold up with this refund. Frankly I am not amused and disappointed in how this refund has been handled. Where is the snag? I waited patiently for the process to happen as stated but still nothing. If this is how you handle your customers I am certainly jumping ship to other stores You are more than happy when I have made purchases in the past but the one time I put in a refund I am not shown the same enthusiasm. You can do better guys.. this is so not on. I want my refund immediately with no excuses. This is now way out of your prescribed tines and is highly unfair and unprofessional to say the least. Good business practices should always be a priority.