Poor service, no refund after 2 weeks

I purchased an item online and was promised it would be in-store by the 4th of November. On the 11th of November I visited my nearest Leroy Merlin to enquire since I had not been contacted that my item was ready for collection. After various discussion with the Store Manager I cancelled the order and was told a refund would be processed by the store where i purchased the item and that I will be contacted regarding the refund. Now on the 23rd of November still no refund nor have I been contacted by the store regarding my refund since the 11th of November. I have tried to enquire on WhatsApp but after waiting more than an hour there has been no contact from a Service Agent. Very frustrating and very poor!