Failed service

I purchased a Sinotec tv a few years ago. I then had an issue and brought it in as it was still under warranty. I booked the tv in on the 28th April. The returns clerk informed me that they would provide me with either a refund or a repaired tv within 30 days. I received a call from nancy last week. She informed me that she is waiting for the refund to be processed. It is day 32 and im still sitting without a tv. The service is really pathetic and this is shown in the lack of respect for feedback to the customer. I cant understand how a store can gamble with customer service especially if there is so much competition out there.