managers dont care about clients

Its been over a week I am awaiting for a refund. The manager lerato advised me she will speak to her boss and get back to me as the service was awful that I had received. Its been over a week now that she does not reply or get back to me. When they wanted the business they were fast to assist now that they got it and messed up they are ducking like children.im surprised its been so long and her boss hasn't contacted me yet as I have been asking for the bosses details and no1 seems to want to give them or help me...what are happening to managers now days it seems like they don't care about client anymore.