Absolutely pathetic online shopping experience

I ordered and made the payment for two mattresses on Tuesday. Both mattresses was indicated as being "in stock" Wednesday I checked and my order was still "on-hold". I called their customer care and I was told that my payment is reflecting and that my order status will be changed to in process and that someone will call me later that day to confirm delivery. Thursday morning I again called the call center and spoke to a guy who took my cell number and promised to call me back... A couple of hours later I sent an email to *** to explain my frustrations and Mr. Thato Pule responded that they have placed an order with their suppliers for my items and will schedule delivery as soon as they receive the stock. I rep**** that I was very disappointed because their online store indicated that the items were "in stock" and requested a refund. After I got no response for a couple of hours I again called the customer care and spoke to a lady named Rizwana. At least she was very helpful and she sent me a mail to ask for my banking details for the refund in which she cc'd Mr. Thato Pule and Nancy Nariansamy and told me that Thato will email me some documents which I need to sign in order to process the refund. 21 hours later, I rep**** to Rizwana's mail to indicate that I am still waiting for the papers Thato was supposed to send me. Rizwana then rep**** with the blank documents... It seems like the only person that is actually working at The Mattress Warehouse is Rizwana, the rest are only there to draw a salary... Thank you to Rizwana who at is at least trying her best to be of value to an otherwise pathetic online store... Just FYI. After I canceled my order, I ordered from Ericssons Mattress & Pine, less than an hour after I placed the order, my delivery date was confirmed...