Terrible service

I purchased an item on 18 September with an expected 7 - 15 wording day delivery. I was informed that they had the item in stock. After numerous emails for feedback I received an email on 8 October stating that the item has been shipped and they are awaiting the tracking number. 19 October I requested the tracking number only to be called and told that they don't have any stock. I sent the required banking details immediately to get the refund. I was told that this would take 10 working days to reflect. I am still waiting for the refund to be processed. I have since sent numerous emails and calls to talk to a manager to no avail.