No refund yet for out of stock online shopping

Very dissapointed with pick n pay and will never attempt online shopping with them again. I ordered something online on 14 Dec to be delivered between 11am and 12pm on 18 Dec. Only to be called 1 hour before delivery and told no stock. Offered some nonsense instead which wasnt even close to what I wanted. Asked for it to be cancelled and to be refunded. Your website and FAQ states immediate refunds. Here I wait 23rd December no money given back. Called the call centre and they gave me some nonsense story about feedback and helping other clients. Pick n pay please give me my money back now. Or are you also a bunch of *******?