Horrific service want refund

I did a lay bye on a pair of shoes, and when I went to pay the balance and collect, there was a story about something being wrong with the heel. And I was told that I was going to receive a notification when the shoes get to store which I have not received to date.

I went to the store for the third time, to get my refund and the lady who assisted me said that my refund is going to be transferred back into my account, and that was on Monday, its Thursday now and I still have not received anything.

The service received is horrific.