REFUSAL TO REFUND VOUCHER AFTER THE ONLINE CANCELATION BY POETRY

I made a Online Purchase at Poetry on Saturday 16/9 and paid R499 with my Credit Card and used my REWARDS VOUCHER of R100 to make up a total of R599. A minute after the sale went through and they took my R499 off my Credit Card and VOUCHER, they informed me the Item was OUT OF STOCK yet on their Website it stated available. I sent numerous Emails to them and only today my R499 was refunded. The Reply I got when my Initial Email was sent was that they were not refunding the VOUCHER. When I phoned yesterday and spoke to another person, they he said it would be refunded but it still hasn't happened. I received then a email from this person Alphonsine who initially REFUSED to Refund my VOUCHER, now saying it will be most probably be done next week(that after I sent yet another Email)I have to wait and see. What the hell is going on here, is this CLUELESS person playing jokes with me. Is this the way they treat consumers that have spent THOUSAND OF RANDS at their stores? This Cancelation was not done by me but them yet now they are trying to Rob me of my VOUCHER.