Spec-Savers Castle Gate - Furious!

On the 24th of February 2023 @16:00 I visited the Spec-Savers Castle Gate to request a refund due to the fact that I have downgraded my spectacle frames, to which the lady by the name of Queen had told me that I need to send an email to the following email address *** with my banking details. I sent an email on the 24th of February 2023 @17:31 with all my details. A week went by where I didn't receive any ackodwledgment of email, I called Queen on the work landline to which she ignored my calls. 2 weeks went by still no feedback, I the customer had to visit the store once again and ask what is the status of my refund to which Queen did not know what I was talking about. Week 3 went by still no feedback. Today 14th of March 2023 @13:30 I called Queen to which she made excuses saying that she was so busy she couldn't attend to the email, we are all busy, I deal with patients on a daily basis I also don't have time to call after a company which owes me money. Queen told me to call their bookkeeper and find out about my refund. I am the customer why should I contact Spec-Savers Castle Gate bookkeeper. Please people refrain from doing business with Spec-Savers Castle Gate they are the WORST, I am ever so sorry for investing money in them. It's been 3 weeks that I have been waiting for my refund but they demand you to pay for your spectacles right there and then otherwise your spectacles won't be processed. So please treat my money with the same urgency!