No response to queries

On Friday 26/01 I made an online purchase from the Strubensvally branch but unfortunately the payment was made twice. The circumstances surrounding this had already been explained to Builders. I need to get a refund for the one payment and contacted the call centre. I can't complain about the attitude of the staff but I don't receive any responses to the info I emailed them. It is extremely frustrating as I need the refund to be done as soon as possible! I don't know whether the emails were received or whether someone is working on it or whether they need more info. I am starting to think that no-one is working on it. Secondly, on Sunday I received an sms that the item will be delivered on Monday, 29/01. Obviously I had to arrange for someone to be at home to received it. Monday at approximately 12h00 I received a phone call from (I assume) the delivery person to ask if someone is at home to receive it, as it will be delivered that afternoon. Nothing was delivered on Monday, after I went through a lot of trouble for someone to be at home. Tuesday morning, 30/01, I contacted the call centre to enquire about the delivery and the lady I spoke to told me it wasn't delivered as there is no stock. She transferred me to another lady from Designs or something to inform me when stock will be available and this lady told me that they will receive stock today, 31/01. Not even 5 minutes later the item was delivered. Huh? Somewhere someone was really confused. I was warned against ordering items from Builders but decided to try anyway. I buy a lot of products from Builders but never again.