Inefficient online service and communication

Absolutely horrified at the complete lack of service. My first (and what will be my last) online order did not arrive by the delivery date given. I mailed them to query, received no response. Called to investigate and after much explaining the lady who assisted found out that the product was not available. I cancelled the order and asked for the refund to be paid to my original card, NOT the loyalty card as I am reluctant to further support a business like this. Emailed to query this week, since I still had not received my refund. No response to my email or refund has been received to date.