Poor Service!

So my Spectacles broke and I had to make another pair in March just before the lockdown. So because of the the lockdown I understood that there could be a delay with the manufacturer but now we are in May and there are branches that are open and giving out spectacles before my order is attended to.I used Specsavers Maponya and to date no1 from the store has made an effort to attend to query let alone refund me. I have been communicating with someone on email and I was assured that I will be contacted and no1 did yet I had made a payment. I rely on my spectacles for obvious reasons and I did make a payment but the service is poor so I've opted for a refund so I can try a different optermetrist who will value me as a client and not prioritize my case based on the location of the store. Please Assist