Ordered, Paid, No Delivery

I had an order placed and paid for online at 8.30pm lastnight for the Verulam branch. I waited 2hours the order never showed up, by then it was obvious its never coming. This morning I call the Branch to ask what on earth is happening and I get passed on to a bewildered manager who doesnt even have a clue what I am talking about, after putting me on hold and looking at the system she sees that my order is there and then basically repeats my order and acts as if nothing is wrong.

So i proceeded to say it never showed up and its paid for already. She then said oh ya I asked someone to call you to say we out of subs (I GOT NO CALL!!!) she basically was not providing a solution so I said I want a refund (OBVIOUSLY!!!!) she then said ok give your banking details. I gave her the details, I havent received the refund yet but the point of this review is how in gods name can you be so unbothered about, there was no apology, no anything...just a confused person speaking in broken sentences due to what seems like total lack of concern for the customer.

This is highly inconvenient and annoying to say the least. I don't have words to express my disgust at the blentant incompetence of your company. This ridiculousness act is what you guys call customer service.