Support not very supportive

I have been with Bidorbuy for some time. This is the first time that I am having problems. Mid November I placed an order (Ord # ***) and paid R558.90 to supplier Dzignergal, Faheema. After waiting for about 2 weeks and nothing received, I contacted bidorbuy support on 04.12.2015 where I spoke to Lorraine Selanyane on live chat. She sent me an email, advising that she got hold of supplier and they will refund as soon as they have my bank details, which I sent immediately. Monday 7 Dec, I sent email enquiring when refund will be, but no response. Thursday 10 December, I again called support and got thru to Nicholas Phungo who said he will follow up ticket no UIM-***7. To date, nothing heard. It is Friday after all, so maybe they are taking it easy today. I never expected this kind of service from Bidorbuy, as I always found them to be on the ball.