UNACCEPTABLE CUSTOMER SERVICE!!!!

WORST CUSTOMER SERVICE EVER!! I ordered KWAY gloves from Highveld Mall in Witbank, they promised me it would be here within 5 to 7 working days. This was a birthday gift for my husband. When I phoned the store 5 days after purchased they informed me that it will be delivered that afternoon. Only to speak to the Manager two days later and where he told me customer service did send me an email informing me they do not have stock. Customer Service confirmed they failed to inform me about the no-stock. Ive send my banking details through to them. It has been 5 more working days with no refund, HOW IS THIS ACCEPTABLE.