Poor customer service

Poor customer service.

I have made an online shopping at truworths on the 22 November and it happened one item was out of stock. On the 23 November i received an email informing me that one item is out of stock and they have refunded my money and it should reflect in the next 7- 10 days till today there is no money received from truworths. When i do the follow up they want me to send the bank statement to see if the money has not reflected. I still have to wait for another 48 hrs for feedback of which they failed to process my refund. They tell me about their process.