Arrogant and dishonest customer service

I visited the store last week Tuesday for an eye test and new glasses as my ones broke. Was told I’d receive them on the Friday of the same week. This week on Tuesday, I gave them a call to find out where my glasses are, only then do they tell me that one of the lenses has cracked and will need to be fixed. I reminded the lady that it was them that put the time lines for delivery and failed. I had to do the follow up without them calling me to let me know of the delay. I need my glasses, had explained this when I went in for the eye test. I asked for a refund and miraculously my glasses were going to be ready the next day. I explained that I was not going to be around/available and had set my schedule around their time frames for delivery, asked for a refund to go consult another optometrist whose transparent, honest and delivers basic customer service. They refused. I contacted Customer care and they responded with an email saying they’re still going to find out what happened…they didn’t come back to me. Next thing, I get a message saying the claim has been processed. How arrogant that they’d go ahead and force this sale on me even when I asked for a refund. They don’t care about my experience but care for getting their money and moving on. I still want my refund so I can start the whole process again with another optometrist. I’ve been a customer of theirs for so many years and this is the treatment I get.