COMPLAINT: Order *** never made it way to me

On Games website they say online deliveries are made within 3 to 5 working days which never did happen in my case. I placed my order on the 8th and on the 9th I got an email notification to say that my order had been dispatched. I sent a follow up email to check on the status of the order and I never got a response. I called again a few days later and i got a lousy excuse of an apology and I was told to expect a deliver on the next day. It never happened as explained and day before yesterday I called another service agent and asked him to call back and tell me the status and I never got a return call. In his words to me he changed his statement a couple of times, initially he said you guys had no stock and in less than a minute a dispatch was being made from one of your stores. Like any person who utilises online services I would expect that if i pay for something online then you have it in stock. I feel like Game are very big ******* who thrive on taking peoples money because this has now been more than two weeks without receiving any notification or response. I asked for a refund so I can move on and buy in other stores where they can deliver but all I got were mumbles.