Builders Warehouse - Builder warehouse online cant be trusted

If you think that your cash is safe dealing with a large company, you are wrong. I ordered a number of items from BWH online only to find that an item was missing from the delivery. I immediately advised their customer support however after being promised that the item would be delivered and a month later being promised I would be refunded, almost two months later I'm now told that I will not be refunded as the order was completed.
Getting return phone calls is all very good but what's the point if they are simply incompetent to deliver what you ordered and won't refund what you paid for and didn't receive.
If ordering online go somewhere else - it's just not worth the risk or aggravation.