Delay in paying refund

I ordered disposable diapers for my Mother on 26 September 2019 and a week later this will still not delivered and upon querying this with Dischem they informed me that do not have stock nationwide and would inform me as soon as they have stock available. On 7 October I contacted them again and still they did not have stock. I requested that they provide me with a refund as this totally unacceptable. I called again today, 16 Oct. 2019 to check on the status of my refund and still I get a reply that they need to get to go ahead from their stores department. During all of this going on's, I did not receive feedback or assistance from Dischem. How can a big company like Dischem not have adequate stock of an essential product. This type of service is pathetic.