Bad experience

I am not satisfied. I bought tiles and material needed to install online. My brother went to Ctm in springs to collect the material, and he was not given the aluminium straight edge trim that was bought. I email and my email was ignored. I called and I was told that the material is there i can go collect, I said I wont be able to go to the store again because of transportation issues, I was then promised a refund, I haven’t received any communication, refund or anything from the store. I am very dissatisfied in Ctm.