Purchase online and still no response for three weeks on my item

Pathetic service bought a washing machine online only to find out two weeks later it is out of stock and I have still not received my refund or a complimentary washing machine as it was not5ny fault in any way. I have tried contacting them on several occasions spoke to Tebogo Mohohoma who hasn't got back to me on my purchase they are extremely unhelpful and have no way to deal with customers.