Bad customer service - misleading consumers

I purchased items online on the spar2u app on the 2nd of May, the payment went off and one of the items worth R125.99 did not get delivered to me. No one informed me of this, I had to call the store to which they said the item was out of stock and I will be refunded within 10 to 14 days to date I received nothing. Again on the 24th of May again I placed an order of which the payment went off and 2 items did not get sent to me. I spoke to the manager at starwood spar Davika who said the items were out of stock and I will be refunded. She did not take the time to actually assist in getting my money back which I worked hard for and Spar takes for free.