Sickening Customer service(or the lack thereof)

My husband lay-buy'd rings at Sterns Clearwater - and due to unforeseen circumstances had to cancel the lay-buy; this was on 29 January 2020. We have not been refunded since, and going to the shop has not helped at all, i have never experienced such dismal customer service - or rather the lack thereof.

I get to the shop and speak to a Lady called Lucia; and she politely answers and says she doesn't know hats going on and would not be able to help; imagine that disgust?