Poor Service Delivery

I made an online purchase on the 2nd of August for a generator since we were without electricity. According to their online system there were six generator available and I could collect on the 3rd of August. However to my surprise I was informed on the 4th of August that the item order was not available. I then requested to be refunded immediately as I had a crisis in the house of no power and wanted to explore other generator suppliers. On the 6th of August there was still no answer and I then contacted the shop and was informed that they needed my bank account and ID number to process the refund. After the call there was no further contact from the shop. I then decided to visit the shop on Saturday for an answer. I spoke to Teboho who tried to call a few people for an answer but to no avail. He then informed me that there is no way that builders can refund the money to my bank account and they can only refund to the shop account. He also called me on the 9th of August to confirm that I wont be getting my money for my refund but rather a voucher.

The answer he gave me is not inline with the company procedures and I am frustrated because he insisted that this is the only way I will get a refund. I requested that he get someone senior in the company to contact me and he just brushed me away.

As things stand I am still in desperate need of a generator and the failure to deliver by builder has cost me more money that the R11K paid to them. I urgently need the generator or my money back.