Bad service / wrong products / Refund process bad

I have made an instant payment to expedite my product from comx using payfast and the product is unavailable and now i am being told i have to wait 10 days to get my refund and i am a small business myself trying to deliver the product which i had intended to buy from them and it is urgently needed by my client . i called to call centre to get the refund quicker but unfortunately i am being told that it is the process there is nothing they can do , i cannot believe such a huge company doesn't have their processes in place not to inconvenience the consumers but unfortunately they are doing a great job frustrating us , now i will have to pay penalties because i had not met the delivery due date , yet again i sent an email to comx to give me an alternate product because they don't have what i want in stock which was projectors but the agent gets back to me telling me about printers which gives me a clear indication of how serious they take their clients because i am responded on the wrong product which i did not ask for . i have transcripts of the email just to show how demeaning they can be to a client.