Refund!

I order online which I always do and made payment went to go pick up order and they told me the order is at the Durban branch I'm based in cape town. Then they gave me a long story I must request a refund and I must pay again for my order which I did. It's been almost 2 months requesting my refund and still no answer I was told there is more customers with the same problem and they will refund me I asked a call back from head office still nothing. So unprofessional service I got from them no one can give me a answer on my money