Struggling to get our Refund for a request made at Queenstown Lewis

My wife Samantha bought some couches on lay bye from Lewis branch Queenstown. The lay bye started in April 2018. Early September we went to the shop and realized that they do not have the couch we wanted in store and only had been shown a picture. To cut the long story short she was unhappy with the couch and requested for a refund. However the challenge is that we requested the refund on the 13 of September 2018 and we submitted our details for refund and were told to wait for the head office to pay the money. We waited until the 20th of September when we called the head office and were told the transaction was never recorded as cancelled from the branch.

Deidre, the lady who is handling the complaint called Lewis Queenstown and they finally cancelled it and we were asked to send our documents including Bank statement, and ID numbers. This we did on Tuesday 3 October 2018 and when we called the head office to confirm if they had received the documents and they said got them so they are waiting to hear from the financial department when we will get the money back into the account. They promised they would will get back to us yesterday 4 October. We waited yesterday and we did not get a phone call. Today we decided to call them and only to be told that the person who deals with that aspect is not at work today. So asked to transfer the call to the supervisor and they said she is busy but you will be called. The worry is were hearing about this "You will get a call" almost everyday but find ourselves rather calling them the following day. So can't wait anymore.

Our frustration is that we have spent close to a month trying to get our refund.