No product and no refund

On 30 of January 2018 I bought 4 jerry cans online at Builders online. The payment was done via instant EFT and the collection promised for 10 February. When I arrive at the Builders Warehouse Constantia Berg Branch to collect on the 17 of February (7 days after the date promised), I was told there was no stock. NO SORRY, NO SMS, NO EMAIL. I wasted my time, my petrol and didn't even get an apology for the lack of product or the fact that I wasn't notified. The lady that helped me proceed to help another customer and just ignored me. So I asked a cancellation. As I walk out of the shop I get an email and sms saying your order is cancelled and for EFT payments, please allow 3-5 Working days for refund. After 5 working days I sent an email asking where is my refund. NO REPLY.

This morning, after 6 working days from cancellation (9 consecutive days from cancellation) I called the customer line and spoke to Muzzammil, a kind chap, that told me he could not get through to the online team and would phone back. A rude lady called Natalie then called two hours later and to tell me that she couldn't inform me why I did not receive my refund yet because she didn't know I have been on the branch on the 17 of February. She needed to get feedback on why I didn't have my refund so far. She mentioned that I should have filled in a refund form. The details is at the branch no one asked me to fill anything and then I have an email proving that all I needed to do is to wait 3-5 working days for refund. Then I got a call from Nuraan, from the Reception of Builders Warehouse Constantia Berg telling me I had to GO BACK TO BUILDERS CONSTANTIA BERG FOR MY REFUND! All this is absurd, a huge waste of time and complete lack of respect. This is the reason people shouldn't shop online at Builders.

ORDER NUMBER: ********** 654 ORDERED ON: 30/01/2018 - 11:15