POOR SERVICE, DO NOT ORDER ONLINE

We have been struggling to get a refund from Builders since 9 October 2023. My mother ordered fencing, the website glitched and the order was not processed, however payment was taken (we have proof of payment). We have followed up multiple times, and have confirmation messages indicating that the money has been allocated to my mother's online profile (confirmation that you DID in fact receive the money) and that the refund request has been submitted. Everyone we have contacted says they will follow up and get back to us, which they are not doing. We also have not received any refund. A customer care agent then all of a sudden calls my mother and tries to pressure her into ordering/arranging delivery after "the forms have been submitted". Is there no communication between your different departments? We have asked to speak to management, but the same consultants respond to our queries and they are just stringing us along. Seems like the staff are running Builders Warehouse. You are sitting with my mother's money (R2200) and not giving it back. This is theft. For such a "big brand" your service is pathetic. In the meantime my mother is sitting with a dog next door who tries to jump over the wall to her side, and she cannot put up proper protection because of your lack of interest and poor customer service. I WOULD NOT RECOMMEND ORDERING ONLINE FROM BUILDERS, AS THEY ARE QUICK TO TAKE YOUR MONEY BUT AFTER-SALES SERVICE/CUSTOMER SERVICE IS NON-EXISTENT.