Shocking service by Galileo books

I purchased 2 books for my son online and paid by credit card. When the books weren't delivered, I contacted them and was then informed they don't have stock but was told I will get the books within a week. 3 weeks passed and I followed up. They keep telling me they have to speak to the owner, Ronelle and they will get back to me. A few days later I phoned again and spoke to Kirsten and told her I just want a refund - she told me that only the owner do refunds. I asked that the owner please phone me. No call return yet again and owner is never available. I phoned again and spoke to a Janine - she told me it is not her job to do refunds but the owners and made sarcastic comments. I asked her again for owner to phone me back. No response from owner. Absolutely shocking service!