Russels in Arcadia Pretoria Custome Service

I bought a laptop bag at Russels in Arcadia only to find it doesn't fit took it back with the receipt the following date so they didn't have any other, requested for a refund. I completed the refund form and submitted all the documents required they say it will take 7 days, 14 days later nothing. When I call the store they claim they don't do refunds only head office do.that, I asked for the numbers of the head office was told the manager is the only one who knows the numbers and she is out for lunch. Everyday is a new story altogether.