useless service delivery

I ordered a mist fan on Saturday ninth March and on the website it says it would take three to five working days to receive the product today is Friday the fifteenth March and I get told today that they don't have stock after I had to call them to enquire about my order to which they also said that they had mixed up orders with another client to make matters worse they said that it would take two to ten working days for a refund to happen so who is going to be responsible for bank charges etc this is not the first time getting poor service from makro