UNPROFESSIONAL,UNTRAINED STAFF AT CUSTOMER SERVICE

On the 22 of August I placed an order for kids bedding for a gift for my best friend who is moving into her new home in September. I promised her that I would take card of her sons room as my gift with all the beddings/curtains etc. I found the ideal set on Home choice website and placed an order that very day as it had everything I needed. I was sent an email with the banking details and did the deposit on the 25th and emailed the POP to the relevant department. I did not receive any response so I decided on the 30th to call customer services to verify that all was in order and that they had received my payment and delivery should be imminent as it was 14 days for delivery. I spoke to a lady who first of all sounded as if she was eating and talking to me at the same time. She then told me the item I had ordered was sold out. Low and behold I was furious as no one had notified me and she was unapologetic and spoke as though she could care less as to how angry and disappointed I was. When I queried as to why I was not notified about this she said she was not sure. She said I should look for something else but there was no other options available within mu budget at the time so she said she would process a refund for me. She said it would take five working days and I said that this was fine as I needed the money to now look for another bedding and curtain set for the child. I was left feeling despondent but found something in our local mall that could replace the items I needed and now I was just waiting for the refund so that I could purchase it. Because I have no faith in Home choice, I phoned there this morning as I have still not received my refund and 5 working days was finished yesterday only to be told by another consultant that the refund has been processed but I will receive it on the 15th of September as the refund policy is 14 days. Their service is pathetic to say the least and obviously staff are not fully trained as how does one consultant say 5 working days the other 14 days. I challenge to review their tapes and find the culprit as their calls are recorded for "QUALITY" purposes. They are all promise and no action and I will be sure to discourage anyone from dealing with them. ABSOLUTELY DISGUSTED.