Order paid - never processed - no feedback

I placed an order for40 boxes of Floor tile Ceramic OTTAWA grey tiles on 29/11 and made the full payment. Firstly I never received an email confirming this order was placed successfully, secondly – it never showed on my app. So I called on Sunday to enquire and was told that there was a system issue and the order never went through. About an hour later Kamogela called me back and advised that there is no longer enough stock of the tiles I ordered and they will need to refund me. Now these tiles were supposed to have been delivered on 02/12. Now I cant find a similar tile for the same price and it means my client will need to pay in more money due to the incompetence of leroy merlin staff. No communication was sent to me whatsoever...so they took my money and now no one is willing to assist me. I asked that he send me some kind of confirmation that of our discussion and the refund yet nothing was received. He opened a ticket but no further correcpondence.