Bad service

I used Getcontacts.co.za which is a division of Optique optometrist to order my contact lenses. I placed the order on the 29th of April with the hope that I'll receive them by end of the following week latest. I haven't received my order and when I query, I'm being told they've placed my order and waiting. I'm really confused because on the website it says there are many in stock, but my order hasn't been shipped. I'm extremely disappointed in this company, if they are failing to fulfill my order can they process a refund so I can go to a place that will actually deliver.