Refund gone to the dogs

I ordered hunters Dry like I always order from checkers and I was given hunters gold. I cold for them to fetch it and change it and the guy who was helping me said they don’t have a service like that and that he would speak to his manager as I was not willing to drive to the store to get a refund. I ordered and was charged for the order and I shouldn’t be invovinienced by their mistake and she said he is escalating to his manager. He came back to me and said they would refund the the hunters dry but won’t pick up the hunters gold as they don’t have a service like that. The reference number was *** I asked him what happens to the gold he said I can give it away but I would get my refund by the morning. It’s 10:30 there is no refund and the call center is telling me they still need to investigate reference is *** but when they take the money it’s a matter of seconds I don’t understand investing something you can listen to the conversation on and I have a reference number that tells you it should be a quick investigation. Oh in the beginning of the call I was offender a R100 voucher what happens to that. I am a regular shopper but this whole situation is confusing me.

Kind Regards Ms TN Matebula ***