STA Travel - Head Office

I bought and paid two international return tickets from your Hawthorn store at Glenferrie Rd two weeks ago, hours late, I have been told the sales won't go through as STA is not that airline's authorized agent and I have been promised to get full refund in ten days. Now two weeks gone already, I am still waiting for the refund, I contacted the local store several times, so far they still told to wait. Very very bad customer services.