Poor service

On the 9th of August we ordered lounge beds at Builders Warehouse Somerset West the order number was ***. It showed available and my payment was taken from my credit card. Unfortunately it was not available at all. Since then I am trying to get a refund which is not happening. On the 26th of October I received an email that my request was send to finance. This is the second time I had a bad experience with builders online shopping, items that show available and are out of stock. This is poor service from such a big company.