Bad online purchase service

Nike SA online store has a very bad service with online purchase. On the 29th of November, I purchased a pair of sneakers online and the delivery was due yesterday 16th December. Unfortunately I just found out tonight 17th December that the order was never dispatched from the warehouse even though I had a chat with someone on Sunday the 15th December about the order and I was told that it will be delivered. Now all of a sudden the order was not dispatched. What is more upsetting is that I was offered a refund but I was told that it will be processed in 10 working days. Just imagine, I have to wait for so long for my money even though the order was never dispatched and while I was not properly kept in the loop. What Nike did is so unacceptable and unfair.