Nightmare to get refund, *********** Manager

Worse service ever in BW Centurion. I bought materials online for collection, later on I asked them to deliver since it was a lot, they processed the same items again and charged me, when I ask for my refund , the so-called manager,(Enerst) is nowhere to be found, last time I spoke to him he put the phone down on my ear - I wonder how did he became a manager while not having people's s****s. I have been begging for my refund since end Sept., even today it's not finalized and no one is saying anything about it. I sent several emails, promises are made but not fulfilled, they tell me of the system, I dnt know if they want me to be their IT guru to solve their IT issues.