Online order not ready for collection

I placed an online order on the 19th March, received an email that my order was ready for collection on the 19th. I arrived at your branch on the 20th, I waited 45mins before being told the system says they have stock but there is nothing on the floor? Why were there still looking on the floor? Should it not have been picked the day before and ready for collection? To add to my frustrations, I asked for a refund and till today, the refund has not even been processed. Order number 82444. I would like my refund processed urgently.