Bad service

Orders goods 10 days later when I expected delivery received email our of stock of 1 of items.asked for a refund was told will receive refund within 7 days. 8 days later still nothing asked again where is refund was told have a back log in accounts Very bad service already have my money now don't want to refund.I think that they realize that price was wrong so instead of supplying they claim no stock.I think snatcher bait customers with their prices then states no stock.I am a warehouse and customercare Manager we also sell on line and I would take action against staff for this poor service or I would look at company procedures and try to rectify.