Shop HQ Paid for an order I did not receive and they won't refund me Nationwide

I ordered three items from shophq. I received my order with only two items included. I called customer service to inquire about the third item and they said it was delivered already. I informed them it was not delivered and that I wanted a refund. The customer service rep offered to er ship it to me at no extra charge but I would have to wait as it was out of stock. At this point, I had already paid for it, they billed my card for  the product and the shipping at the time of order,

I reiterated that I did not want it reshipped but that I wanted a refund. She said she would refund it and it would take five to seven business days to go back into my account. It has been almost two weeks and no refund. I called again and was told they sent me forms to dispute my claim and I should have the forms in about a week more. First, the rep lied and did not refund my money as she said she would and now I have to file a claim when it was their mistake. Unacceptable. They lost my business. Let the buyer beware.