Pathetic Online Service

I placed an online order on the 27th July, on 4 August when I checked the status it was still in dispatch. I phoned and after holding for almost 10 min I was told they will look into it. I was told it take 10 days to deliver, which I can't understand seeing that they are a retailer. After I phoned again on the 17th August and had to threaten, I received an email the 18th that my order got lost and they will refund which will take 17 - 20 working days or they can put it on click card which will take 24 hours to reflect. They've been sitting with my money for more then a month and now I need to wait for my refund another month. Absolutely pathetic!!