Poor customer satisfaction

I've orderd some baby stuff on their online shop which after weeks of waiting without any communication from them, when I call them that when they decide to tell me that the courier which had my package has been hijacked, then ontop of that their agent tells me that if I want a refund I have to wait 20 working days for me to recieve it, knowing very well that what I ordered was a matter of agency, he told me his going to sent me an email to sent my prove of banking, which he never done that, I had to call them back again to ask for the email, and then still after sending the email they never even bothered to respond to my email just to confirm that they did recieve it and their processing the refund, their customer satisfaction is just poor, they dont care much about queries, am not sure if one must go to ambustment in order for my queries to be resolved.