Poor customer service

Good day. I bought clothes on the 3rd of February at Mr Price clothing Menlyn. Something was wrong with the the machine and i ended up paying twice. I was promised that they would call me in 1 or 2 days and arrange for a refund. They took down my contact details and everything they needed. On the 5th and 6th Feb I called them (as of course no one had called me ) but no answer after several attempts. On the 7th I called their customer center and I was put through to the Menlyn store. Surprisingly there was an answer. I explained the situation to the store manager and she promised that they would do the refund today still. The store manager Sharon said she didn't know about this???? Really? Anyway I received my money but that is not the point. Point is they should adhere to promises they make. Why must i be the one following them around. Bad service. Disgusted