NwJ refund unpaid for 10 days.

I am very disappointed in the poor service I received from NWJ. I bought a wedding band which could not be made bigger due to its poor quality. I then filled in papers for a refund on 29 Sept and verified which account the money should go into ( though it is the same one I paid the original funds out of). I was promised a refund on 3 Oct by head office. Now on 10 October neither the brach at Canal Walk nor Head Office can tell me why I havent been refunded. I feel like I have been ****** of R3661 as NWJ has the ring back but I havent received my money back.