Dismal attempt at providing a service

First my order on Christmas Eve was debited from my account just over R450 and nothing delivered. Then every order I placed they didn't have stock of the items I had already been charged for. When I followed the process to get my own money back for goods not received they simply send me an email stating the refunds were processed. I am a single mother of 2 young kids who needs the money for groceries that I would prefer to purchase at a competitor because I've never had any issue with that company's service or items being out of stock and never needed refund.