Sears Canada Have not refunded me for items I never received (been waiting over two weeks) East Belleville, Ontario

I placed an online furniture order on October 23, 2011 from Sears Canada via the company's e-commerce site.  I was informed that the furniture would be delivered on Saturday November 5, 2011 between 12 noon and 5 PM.  That was a perfect day, as we were moving into our new home (where the furniture was to be delivered) and we were home all day - my husband and I and three young kids.  We were there all day as we were unloading a truck full of our belongings as that is the day we moved in.

We patiently waited for the delivery which never came.  The outsourced delivery company claimed they came by and nobody was home.  I question that:  we may have been outside fetching things from the truck but there was no way you could miss that even if somebody came to the front door.  When I called customer service, they said that the furniture was delivered.  I laughed and said that they could come on over and see for themselves that the items were indeed not at my house.

The kicker is this:  When they told me I would have to wait at least two more weeks to have the furniture delivered I said that I wanted a refund.  The agent refused.

After a series of calls made from my cell phone (hello usage charges) and a complaint I submitted in writing to the Better Business Bureau and Sears Canada, I received a call on November 14th from an agent from Sears who apologized profusely and promised a full refund would be issued.

As of today's date, November 30, 2011 I have not received a refund.  When I phoned and waited on hold for 15 minutes (minimum length of time I wait before an agent gets back to me) the agent told me that the refund was "under investigation" and that she had no idea when, or if, I'd receive a refund.