No Correspondence

I ordered and paid for vinyl flooring but never picket it up because the contractors are still busy fixing the fire damage to my house. Two weeks ago I realized that my insurance organized another company to install the floors. I immediately contacted Top Carpets and asked for a refund. They said it will not be a problem, but the supplier will charge me a 15% handling fee. I'm still waiting for any correspondence with regards to my refund. The other strange thing is that some of the flooring is not even ordered yet, but I will be charged a handling fee for that as well. Every time I phone the excuse is that they are waiting for the supplier and that they will phone me back, but nothing. Even when I phoned their head office I got the same non care response. All I want is a phone call telling me when I can get my money back. Is that to much to ask? I'm starting to regret walking into a Top Carpets branch at all. I can not believe these branches are still in business with service like this.