poor service and refund that has not been processed for more than 2 weeks

I ordered an item online from Russells on the 31 /10/2020 and payment was then confirmed on the 02/11/2020 . I waited for my delivery since up until i contacted their customer services and I was advised that the delivery takes up to 15 business days . After so much struggle , calling them back and forth , I was then advised that they have run out of stock of the item . and will then refund me . i have been waiting for my refund for 2 weeks since it was confirmed that they will process it . i called them today and spoke to Dikeletso who gave me too many " i dont know's' which frustrated me cause clearly she does not know what she is doing . i asked to speak to her senior , she didnt even know what that . and i explained that im looking for a manager . which of cause the manager was not available . im really not surprised . i have not received my refund and they not doing anything about it , i have asked for proof , that they are actually doing something about this but nothing . no email from them . and that manager didnt even care to give me a call as i have requested that i need a senior to call me with answers . such **** service.