Poor service, passing the ball

Decide to start do my Christmas shopping early this year. Try online shopping. What a tragedy it was. Everything went well. Place order, pay, and than the poot service startes. Got sms stated parcel will be deliverd That day. Nothing happen. Got sms the next day same story. Got sms 3rd day where about i called Cape Union Mart and ask whats the issue for everytime i receive an sms i am bounded to my house and nothing is happening. I got an answer from the consultant, yes it will be deliverd before end of business and he will call my back right away to confirm. The call was never return. Again the day pass and no delivery. The next day i reqyires whats going on. Told them that if they cant deliver i request a refund. A customer care manager phone me explaining how they put their clients first and they do care about there clients. He told me he was told that the courier struggel to deliver for i am never at home. I explain that i had enought of their storys and request a refund. He told me he is going to get to the bottom of it and i must please give him 1 hour and he will contact me back. Still waiting for that call also. The next day the courier company RAM contact me and said yes their driver was tracked and he was never closed to my house. The next day i phone again and enquire about my refund. The same consultant answer and said he is busy with it and i must wait. He will call me back. 3 days passed already. What rate of service is this. Not telling truth get iritated with customers. Now dont want to refund me. Order no was ********** 65