Pay me back my money

Opened a profile with them on the 1st august , the lady i spoke to never mentioned that i need my original id when the deliver . on the 3rd when they called to schedule a delivery then they tell me i need the id , the lady listed all 9the reasons why and i understood so i was given the option to wait until u have replaced my id as i had lost it or cancel . i decided i am going to cancel and get my sister to open an account with them instead . they said to me i will receive my money back in 7-10 days i tell you i am still waiting. there is no communication as to what is happening or whatsoever instead i am the one calling them and still no one gives me a way forward all i want is my money