No service at Builders Warehouse

After a long day at work and frustration from Builders, I have to vent and speak out about the poor poor service I got. I enquired on the 5th September about stock, then I had to follow up asking if they will respond to me or not on the 10th September. I was told that my order will be sent to the supplier directly, I placed an order on the 11th of September. Long story short I still have an outstanding item. Firstly - they failed on delivery completely. I requested that they let me know when they will deliver - didn't happen. They sent half delivery and no communication about the other items. Communication - is also zero, I had to initiate communication the entire time. I was promised a phone call by the manager because I lost money waiting for this item and paid the installer, the item meant to be installed wasn't there so I paid for the person's time. Today I get a call from the store that I must UNDERSTAND their situation - no empathy whatsoever. What is worse - the manager asked me to come to the store for a refund? I wasn't inconvenienced enough, now I must leave what I am doing for them (what's the point of ordering online, if not for convenience?). To top things off - I can't get an immediate refund - that was the one way of salvaging what was left of their reputation. I have bought from this business a number of times but if they cannot respect, show empathy, and remedy inconveniencing their customer, then why be in a business meant to serve people. Where is the service???