Useless "Snatcher"

Snatcher was quick on taking my payment. I placed an order online on the 12th February 2023 and we phoned them to say we have made a payment and would it at all be possible for a delivery by the 17th of February 2023. Michelle at the time said yes. We made another call the next day again to confirm if the delivery will arrive that Friday and we were assured that they will try their best. On Wednesday evening I receive an email telling me they cannot deliver as they don't have stock. I responded on the email for them to refund my money. The reply I received said that they will refund my money within 7-10 working hours. On the 21st February I checked my account and there was no refund. I phoned the company to tell them that I did not receive the refund. Michelle said that Linda made an error in writing 7-10 working hours, it should have been 7-10 days. I asked Michelle 7-10 days from the 16th and she confirmed it. Today is the 28th and I sent an email to Michelle to which Linda responded that they needed to verify my account details as they have been having issues. This response is in my view totally unacceptable as I sent them a bank letter with my banking details. They have given me a run around which is totally unprofessional. Looks like they only like to snatch customers money.