Return that is taking longer than 1 week.

I am only giving a one star rating because I have to for the review. I bought an air cooler- GoldAir at Pick n Pay Hypermarket in William Moffet Port Elizabeth last year November for my mother. She opened it in January and was unsatisfied with it because it does not cool. I returned the product 2 week ago because it is still under guarantee. I was told the cooler will be sent back to the supplier and I will be called to get my refund. I am still waiting for the store to call me. The staff at William Moffet were unfriendly and said I must not expect a refund. Please assist.