Game play games with your money

I bought a laptop on Cyber MOnday 2018. They had stock. I needed it within 7 days. After agreeing they did not deliver. On request they said they did not have bubble wrap and can not deliver without it. I Then bought another laptop from another company. When I cancelled the order they delivered it that same day. They did not want to take it back as I have to call for collection.. After almost 3 weeks they came to collect. Up to today still no money returned to me. How is this bad service acceptable?? No response. No proper feedback just empty promises