Avoid Digital Generation and ASUS online !!

Purchased a laptop on the "Asus online" store, which is administered by Digital Generation(DG). After several days I had not received any further notifications re delivery etc. I started trying to call them, which was painful - the first few call were just cut off. Eventually I reached an agent who advised that they had no idea what the status of my order was, but they would try and find out and email me, but couldnt confirm when that would be - no sense of urgency! Having parted with a large sum of money, I suddenly felt that something was up. I started to google DG and Asus online and found the most horrific complaints, about exactly what I was experiencing, as well as complaints around warranty issues etc. I immediately decided to cancel the order. I called back, and requested to speak to a Manager. She advised that she would get info and call me back, which she did. The duly informed me that they didnt even have the laptop I had purchased, so the entire process was pointless. In order to get a refund I had to send them proof of account, and wait 5-7 business days, which is actual BS. I did this, and despite several follow up emails, have still received no official confirmation that this is in fact happening. I engaged with their Sales Director on Linkedin, and to his credit he came back to me immediately, although the justification for all of this doesn't really make sense. He also advised that he would sort the refund, but I still receive no feedback on emails etc. How a brand like ASUS, that makes decent hardware, allows their reputation to be dragged through the mud by these guys is beyond me. ASUS loses a customer, DELL gains one! All that they had to do was take my money and send me a laptop, pretty simple - If they cant even do that, what is aftersales service going to be like...