No goods and no refund

I ordered online about 3 weeks ago, to collect in few days at Rapier branch in Pretoria. Since they said they don't have electricity to give me my purchase and by the way the store manager never called me as promised by the head office. Today I call them so I can get details as to how do I get a refund since they are failing to give me my goods, the gentleman who picked up the phone refused to give me his name and just said go to any store for that and hung up the call. This is horrible service both online and on the phone, I wonder what happens in the store. At this point all I want is a refund that's all