Poor customer service

I have been waiting for a refund for items that were out of stock at Strubensvalley store for almost 3 weeks. Every time a called I was told its been processed and I should get it the following day but I still have not received it. And then today when I called, I was told they sent an email to head office and it takes 7 to 14 working days. This is very very poor service, I'm truly disappointed