How can one company get it so wrong

On the first delivery they couldn't get the mattress up the stairs so I was told to order another one so I did. I waited two weeks for this which wasn't a problem and the delivery date was 20th October. I took a day off work which cost me money because I am self employed but I was looking forward to receiving my bed which was being delivered between 10.52 to 12.52. At 9.10 Mattressman emailed saying I can have the mattress but the divan had not been loaded and can be delivered at a later date. As I can not just keep taking days off and I live alone I called and cancelled the bed and asked for my money back they said fine they will refund me. THREE phone calls later and 12 days of being told the refund was on its way they finally say it is will leave the Mattressman bank account today however it is still not back in my account.

Why was it a problem to deliver my bed on the day they said when they say (WE CAN DELIVER IN 24 HOURS OF YOUR ORDER)
Why say my money is on its way when as i know now you haven't taken my card details.