Builder Warehouse Shocking Attitude.

I have been looking for a full gas stove and received notification from Builders Warehouse Newmarket that they received a stove. I arrived at the store on 24 September 2020 and enquired. The sales person - A Oliphant, was not interested in helping us. Finally he took out his cell phone to google as he had no idea what the specifications of the stove was. We asked to see the stove, however, we were told that this was kept in their storeroom. We specifically enquired about the following specifications - 1. Does it have a fan inside? 2. Does it have a rotisserie 3. Can the additional lid be purchased? Oliphant stated that the Elba oven has all of the above. We paid for delivery, the glass lid and was told that the Elba stove will be delivered the next day. 3 days gone by with no delivery. We started enquiring about the whereabouts of the stove, and was told that they had no stock. We spoke to 3 various managers who then confirmed that they will source a stove and have it delivered. The stove arrived on Wednesday 30 September, albeit not what we bought, and without the glass lid / cover. We were promised that this will be sorted out on 6 October. Today, 06 October, we were told that we cannot get a cash refund, and, that they dont have stock and we must wait. Upon reiterating that we can source our own replacement, it was conveyed that the unhelpful Oliphant, who has yet to resolve the issues or show his face, explained to us the specifications of the stove. I guess the question begs to be answered, on why i would purchase something that do not have the specifications which we intended to buy. We are now spending more money at another retailer to get what we require. Its shocking and shameful that customers get treated in such a manner, when all we wanted was answers and solutions, but all we were met with was unhelpful management, total disappointment in their commitment to resolve the issue. I have no idea when our money will be refunded. If their attitude and commitment speaks of anything, then i wont be surprised if the refund is done at all. Needless to say, Builders lost a customer forever.