Bad service

I bought patio chairs and on the day that they were supposed to be delivered i received an email that they are out of stock. I called and I asked if I can top up and get different ones and was told it's not possible they will need to refund me and that was the 18th of July. Same night I received an email that my refund was processed and will take 3-5 days to reflect, to date I haven't received. I called 7 days later and told cause I used capitec they will need to process the refund manually and need my banking details. I told the consultant that I received an email that my refund was processed and was told it is an automated email. How do you have an automated email that goes to your customers informing them that refunds are processed when they are not.