Inconvenient Online purchase system

Good Day

I was really disappointed with the service I received with my latest online order at Builders Warehouse.

I ordered a 5L Fired Earth severe weather twister online on the 24th of December 2018 and made payment on the same day. When I followed up on my order with the store, I was told that the product was out of stock and that It can only be ordered in January 2019.

On the 28th of December I received an email confirming that my order has been cancelled and that I will be refunded in 3 working days, but, again this did not happen.

So on the 7th of January 2019 I called ***and inquired about my cancelled order and refund, I spoke to a gentleman by the name of ***hrie and he asked me to hold while he tries and get hold of the Richards Bay store. I was on hold for approximately 3 minutes and he told me that he cannot get through to the store but promised to call me back as soon as he does, which he never did. Seeing that no one was getting back to me I decided to place the online order again since I still needed the product. This time after ordering I phoned the store to confirm if they have stock and they said they did so I scheduled to collect it after between 5- 6 pm on the 7th of January 2019 and I was assured that it would be ready for collection.

When I got to the store I had to wait 45 minutes because the gentleman that was assisting me was new and did not know much about processing online orders and the one who deals with online orders knocked off at 4 pm. Although Bongani(the new guy) did his best to assist me, why was my order not ready for collection when I got there? why should I be delayed when I made pre-arrangements for collection?

I am extremely disappointed.