Cielo - marketing stock on back order

Order #95764 was paid in full plus delivery (R3949) on 28 November for a headboard that was not available and in stock although it was marketed online as being available. I needed the headboard within 3 weeks without results. When enquiring, Terry from Cielo said it is on Back order and not in stock and I can choose anything else. I requested a refund twice with no feedback and no refund. I buy online, and this is the first company marketing stock that is not available without letting the client know beforehand so that one can make an informed decision. I bought another headboard for my client. I need this to be settled urgently.