Bad service

I did an online order at kitkat pretoria west. A quotation was emailed to me QOT4674, I made payment and someone went to collect for me. She was told there were items that had expired, so they will refund me the amount of the items. A week down the line I have received absolutely nothing. I have sent emails requesting my refund, with no avail. I have called & have been put through to the online dept but held on for so long that my airtime was depleted. Can I please get my refund as a matter of urgency