Won't pay back my money!!

I concsncelled a layby on the 17th of October at Mall@Carnival. To this day I have not received my refund. The cancelation had to be redone twice already because it was incorrectly captured and not authorized. How pathetic! I'm going into the second month waiting for a refund that is suppose to take atleast 10days. The person at the store (David) and everyone else I have spoken to over the phone have been of no help. Stay away from Rochester, they do not prioritize their clients