Pathetic Service from online as well as customer service

I placed an online order for a case of ciders as well as an additional 3 x 6packs only to order number *** only to arrive at the store and receive 1 x 6 pack. Whilst the website states: "Refunds are normally processed immediately upon physical receipt of the returned goods back to our fulfilment stores, but can take up to 48 hours. Refunds are made in the same way that you paid for your order." It is now 5 days and I have still not received my order and my order online shows in progress rather than processed. I called the customer care line and the consultant named Kaz was very willing to insist the return policy was 7 days to refund. I have the screenshot indicating 48 hours yet this gentleman who works there guaranteed that it states 7 days. Poor and pathetic service all round sadly