This customer service and store policy beggars belief

I received a gift from my husband of a Pandora necklace and earrings. The set cost R2 000 - the Pandora store in Cavendish said that even though my husband bought the set online, they would only refund me R1 170, as they refused to take back the brand new and unworn earrings. Furthermore, they can only give me cash (despite the fact that my husband paid with a card), which I was told I would have to wait for as they have to make the R1 170 in cash from sales. It has now been two months, and despite me calling and physically going into the store three times, they never have cash to refund me. Their line is that they are "doing me a courtesy and I should be patient!" At what point does this customer service become unacceptable?