back and forth for just a Refund

Hi we made a lay bye for a wedding and earrings at Sterns the Glen earlier this year. planning the wedding in April however the wedding was proponed to September while we were busy with arrangements it was proponed till further notice then we decided to cancel the wedding and the lay byes we made by driving to the store on the 5th August it was Saturday and we went there again on the 12th when we found the store manager who told us that if we were early she could have fully refunded us the amount in cash but because she just did banking she has no money and she asked if we can leave contact details so she will call us by Monday or Tuesday whoever that call never happened today we have to drive back to the GLEN shopping mall to get our refund, when we get the lady that was there wen we first requested the refund said the store manager is not in we then asked how much will they charge us for cancelation, there lady I think standing in for the manager who inconvenienced us rep**** nicely by saying the system will tell us while we are expecting a 10% penalty as it was said by the previous manager now we have to wait for max 7days to get a refund and the frustrating part is the we will not get a call till we drive again to the store for a transaction that was going to be simple easy and quick on site. we are not happy with the process that only protects the company and compromise the customer.