Builders Warehouse - Online order

Purchased lawnmower online payment went off bank account but online profile shows payment declined. Payment was made with my husband's credit card and he has been in contact with Builders regarding refund and too date the matter is not resolved. He has provided all proof required and still no feedback. Everytime you contact customer service you have to speak with different consultant and explain yourself all over again. The automated mail reply says you will be contacted in 48 hrs however this never materialize.
Extremely disappointed with the poor customer service.