Builders Warehouse can't be trusted to deliver

If you think of ordering online from Builders Warehouse be very careful. You would think that dealing with a large company your cash would be safe but I found out that it's not. I placed an order that included a number of items only to find when opening the parcel that one item was missing. I immediately contacted BWH to advise them at which time I was told that the item would be delivered the following week. After numerous phone calls and emails first promising that the item would be delivered and then promised that I would be refunded, I now receive an email to say that I would not be refunded as the order was completed. They keep promising return phone calls and follow up calls but the goods just don't get delivered and your payment doesn't get refunded. If they have something you need and can't get it from somewhere else, you will have to go into the store and physically take the goods as they just can't be trusted and they are simply not competent to resolve their issues.