Bad experience with Leroy Merlin online shopping

I bought 2 items online on 17 October that was supposed to be delivered to my home. On the 27 October I received an email from Leroy Merlin that the items are out of stock and I will receive a refund back to my credit card. I phoned Leroy on 2 November as I did not received my refund and they rep**** that it was refunded on the 1 November and it will take 7 - 10 working days. I phoned them again on 14 November to enquire about my refund and they rep**** I have to provide them with a bank statement to prove I did not get the refund and they will look into the matter!!!!