Horrible customer care

I made a layby at Rochester Mall@Carnival two months ago. I found I better buy elsewhere and canceled my layby on the 17th of October. I have been waiting for my refund since. Employees at the store are not helpful with giving feedback on the progress of the refund. I called the headquarters and no one seems to know or care. I'm told constantly that someone will call me but Noone ever does. Terrible service