Bad service

I experienced a very bad customer service at Umzimkhulu store at the mall ,i have been waiting for my refunds its been over 14 working days now and when i do a follow up i ave been told that they don't do refunds at store so they cant control what finance department does i will have to wait they cant confirm as when exactly i will get it ,i mean it has past 7 working day which is their turn around time but still i have got assistance,when i ask for the area manager they saying that Area managers they refusing been contacted they cant give me their email address .