That's a shitty situation for you, and I understand why you'd be angry. However, do keep in mind that they can't necessarily spare staff to even answer emails and refund money (it's a lot more time consuming than you'd realize, depending on what kind of relationship they have with CC companies and what not). Processing a return is much more problematic and complicated than processing a normal order, so as nonsensical as it may seem to you as a customer, from their view it's a more time-consuming task that yields them no revenue when they're struggling to even send out the orders that they have. It's a difficult situation for you, yet it's also likely a difficult situation for them. These kinds of standoffs are common in retail, and it sucks, but it is what it is for both parties.
Keep in mind that the word-of-mouth reciews that I've seen (you may have seen different) for this store has been nothing less than solid right up to the SFIV release, which tells me they're basically getting screwed to hell and back as much as you, the customer, are. It's not as likely that they're just dicking shoppers over because they're lazy or incompetent.
My advice to you is to keep your records, give them some breathing space, and follow up with them every week or so. I know that may seem like a long time to you, but keep in mind the boat they're in as well. If times have slowed down and their operations seems to back in order and you're STILL getting this kind of response, then it's certainly inexcusable. I know it's less satisfying and reassuring than the "well yeah they should refund you RIGHT NOW" brand of support that you'd expect from other forum dwellers, but keep up with them and stay calm and you should get your money back before you know it.
Why am I doing CS work for a company that I don't work for? :lol
