Online purchase no delivery and no refund

I purchased two extra boxes of tiles online from Leroy Merlin on 11 November. (I needed extra and it is not available in-store anymore so I purchased online.) On 14 November one box was delivered. I told the delivery guys one box was missing but they said they only had one. I marked on the delivery note that only one box was delivered. I sent an email to Leroy Merlin and from 16 November I've been corresponding with Lebogang Mongane. After various back and forth and sending photographic evidence of the one box supp**** (with the sticker labels), she verified on 10 December that the store had video footage and will send a replacement. On 6 January (after continually having to follow up myself) she verified the store did not have stock and will have to refund me. After sending many emails to her (and copying all the other Leroy Merlin emails I could find, I have not received a response from them again, nor received a refund.

(I subsequently ordered two more boxes which was delivered so there is definitely not a stock issue.)

I really expected more from a big company like Leroy Merlin and would really like my refund already! Just avoid this store they are unprofessional and will ***** your money!