Refund for item out of stock not paid

Purchased items online because I moved into a new house new town and had responsibilities at home. Four items was delivered dirty one with a pen mark. Their call center number is not updated so it doesn't exist. The only way to return is to drive to the nearest store which caused alot of havock. Before delivery I was informed one item is out of stock. The store manager phoned in on my behalf and said mprh online will communicate with me via email for the refund. I don't want a voucher your stock is damaged and dirty and I can't take the risk to purchase again simply to drive to your store ND resolve the problem you created in the first place. I want my refund paid into my bank account. Still waiting for the email and my refund since last week. What must one do to get this resolved?????