damaged goods and a refund

i bought items at the lewis in marblehall and the one item was damaged i phoned the branch from their moutse mall branch to report the matter i spoke to a gentleman who advised that they will collect the item to get it fixed i told him i do not want it to be fixed i want it replaced and he aggreed but two weeks later i went to the branch cause the item was still not replaced.So i went to the branch cause we did not want the items anymore cause we were not phoned or smsed to be told if there was no stock.We were instore the whole day and till today we still waiting for the refund and the only thing that is still happening is we still getting bad service from head office and the store.all we want is a refund