Terrible e-commerce experience

I am expecting our first child in July we have decided to go the cloth Nappy route and due to it being winter decided to buy a washer and dryer combination. After doing our research we found the perfect one on the Makro Site. We checked stock levels and according to the site there was availability. We checked out the purchase and made a card payment. A couple of weeks later we were informed by someone in your service department that our order was cancelled due to stock levels. My husband and I went to both the Woodmead and Strubens Valley Makro which is close to us and both had stock of the product but we could not buy it because we have still to date not been refunded for our cancelled order. It has been over 3 weeks and No refund. I have emailed and called but no response all we get are generic emails from Makro