Waiting for delivery for the past four weeks

My mother bought roof tiles from Build IT 5 weeks ago at Built IT Groblersdal and to date we haven't received tiles. When she bought, she was told that it will take a week to deliver since they have to order them from Callinan. The reason for non delivery is they have to wait for the truck to get full from Cullinan(meaning they must atleast get few more orders from Groblersdal region's region to make full load, they can't ship one customer order and such information was not revealed to us during the order process ). My question to them was what if the truck doesn't get full in the next 12 months, must we continue to patient???? And their answer was unfortunately yes, if they don't have orders for the next 12 months from Groblerdsal they can't deliver. Then we asked for refund and they refused to refund us.. Please can you assist in getting the tiles delivered or refund us by tomorrow. We can't wait any longer?.....this is unacceptable. I told the branch manager that I will complain to helopeter and he said go ahead..im not scared by Helopeter. This is so unprofessional and rude especially coming from a store manager whom we not owing anything.