Can't get refund for items that were not delivered!

Some items on my order were not in stock, so the Little Falls branch delivered without these items, and said they would REFUND me. It's been 5 weeks now and still no refund. Call centre puts me on hold for 15-20 minutes at a time and then promise it will be done in the next few days, but then it never happens. I've spoken to at least 4 different call centre agents without any luck. Terrible service.