Horribe service and no refund from Reliable store

I purchased an item and wanted a refund - i was told on the 9th November i will get my refund in 5-10 working days. It is the 5th December and no one is replying to me when i send emails. My query was rep**** to by Primrose M. My order number is 52117. If i don't get my money in this week i will be going to the ombudsman