Very bad customer service

I bought a bedroom suit at the rochester store (06 sep 2019)and i had to take it back due to some reason. which i was promised that i will be refunded within 14 days and now its been more than 20 working days still no money in my account. whenever i call and follow up new stories are always being created their customer complain line is the worst they just put you on hold. Can someone please assist !!