Terrible customer service

Ordered a tent and groundsheet from this company in July 2011. Website said the items were in stock but when I called to check was told that both would take 5-7 days (apparently website is not live so do not trust what it says). Customer service was initially good. Had a call from Outdoormania after about 6 days to say tent was in stock but they were waiting for groundsheet. As we live locally to their showroom and had arranged to collect we told them we would wait to collect. They reassured me the groundsheet was "imminent". Some 4 weeks later after countless phone calls to their costly 0844 number and several emails which they ignored my husband went down to the shop to find out what was going on. The man he talked to (a manager) was unhelpful. He blamed problems on the supplier (Coleman) and made no offer to chase our order for us. After reading several terrible reviews of Outdoormania on the internet we became concerned that we were never going to see any of our order. In the end we went back to the shop again. We were told that the tent was in stock and decided to take it away with us. The groundsheet wasn't there and they couldn't give us any idea of when it might arrive so we cancelled this part of the order.
Have just checked my bank statement today and we have been charged for both the tent and the groundsheet which we do not have. After all the problems we're furious. As per usual I can not get through on the phone so I am going to have to go down to the shop again this afternoon to complain. If we don't get a refund this afternoon I will be reporting Outdoormania to trading standards.
Would suggest that people avoid this company as all the trouble is really not worth it for prices which are only a few pounds cheaper than their competitors.