Pathetic service

On the 21st of October I made an online purchase at Boardmans. The turnaround time for delivery of your goods are 2 to 5 working days. On day 6 I received a call advising that 2 of the items were not available. I've made 4 online purchases thus far at Boardmans and all 4 times I was called only to be told that the items were out of stock. I received my items and when I opened the box it haD my invoice with all items listed. I've made 3 calls since last week querying the refund of the 2 items and the call centre has no record of it. I spoke to Sipho on Monday who advised me that the case will be escalated and someone will be calling me back. To date, I have not received a call back or my money back. Why have an online service when the service is this lousy. It's really frustrating dealing with this company. CAN SOMEONE PLEASE CALL ME AND ARRANGE FOR MY REFUND!!! order number ***