Bad service and leak of communication

I really didn’t want to write a bad review about this company but there really taking me for a ride . I bought a microwave last month and l don’t how the courier got to deliver at a wrong address. After the wrong address delivery l was told there sorting out the situation with the courier which l didn’t have a problem with. Then they decided to keep quiet , if l don’t call them they just keep silent . Then l requested for a refund which they obviously ignored .Now we in another month am being told we shipping a new unit to you but still l have nothing. I don’t know if l should call this bad service or leak of communication but as a big online store they should be doing better than this . If you can’t give me a refund , then just give me the new unit already . Recommending them to anyone that would be a no for me for now.