Extremely bad service

I pl aced an order with Bottleshop on 12 December 2018. By Monday 17 December, I had still not received my and was told that they did not have the wine I ordered. I cancelled the order and asked for a full refund. This morning I called to find out about my refund and was told the same story and that the refund would be in my account in 5 working days. So, no order receiived and they have now had my money for 9 days, and now a further 5 days. I have just been contacted by them to tell me that the gin was shipped and did I want the balance as a credit. The service from this company is unbelievably bad. How many people do they do this to?