Ladder not delivered

I bought a ladder two weeks ago from online shops . however , till now I haven’t got it any response. The only thing I got from Builders Warehouse Secunda is promising that they never fulfil. They don’t even call to update me about my order . I’m really disappointed with their service. I will never recommend to anyone to use Builder warehouse online shopping . How do you sell something you don’t have in your stores ? Does it mean they don’t know their inventories. I’m really disappointed. I just need my refund .