No refund over a week

I ordered some items from Woolworths online store. One of the item substituted I did not want and I was promised a refund , that was on Thursday (12/08). I went to the Jean avenue store to ask about the refund I was first told it was not done. Then told it was done , but up today I have not gotten my refund . I was given a call at the start of the week and promised a refund . But it is still not done