Refund

I ordered online some items were out of stock and they promised to refund me since September I have called dis-chem Claremont where I collected my orders but they say on their side they have submitted their side only the head office can refund me. I've tried calling the head office they keep on declining my call. Dis-chem refunded me my money. Why do I have to complain in other to be assisted? email me or call me on ***