Pathetic service

I recently purchased a toy online from the shop. I got emails telling me the item was being packed and will be delivered shortly. Two emails and then I got a call saying the item is no longer in stock and I complained about this and was told the manager will call me tomorrow. To this date I have not received my refund and my purchase was made on the 24th Nov. I then after complaining get an email stating I must provide proof of my bank details to refund. This is the most ridiculous thing since you should be able to reverse the charge. The turn around on emails are days in between and their service is disappointing. Will never buy from them ever again.