Cotton On - shocking service

I have never experienced such poor customer service as I have from Cotton On over the past two weeks.

I made an online purchase to the value of R1357.89 on the 30th of May and the amount went through on my credit card twice - I flagged it immediately to the online agent and I was told it would reverse in 24hrs - this did not happen and when I queried it after 48hrs I was told it will take 1 - 5 working days (NOT acceptable). After 7 working days I still hadn't received my money and queried this and was asked to fill out a form with my details etc. and was asked for a Swift code - when I queried this I was told that the head office in Australia needed to process the refund. After another couple of days I still hadn't received anything so queried and asked to escalate to someone higher who could tell me what the heck was going on - I was contacted by a lady called Bonnie from Australia to say it was a bank holiday and a weekend so that's what the delay was - I finally got my money back a day later.

In the meantime I had sent back two items because I did not like the way they fitted - they were collected quickly and I was more confident that things would now go smoothly. After about 5 days I finally got a mail to say my return had been processed and my money would be refunded in 1 - 3 business days - 5 days later NOTHING. I mail again to enquire, I get sent the same form to fill out with my details - up until now, nobody had sent this to me and if I hadn't queried I probably would have still been waiting. I was furious and let the agent I was speaking to via mail know that I was very unhappy. I sent an email asking for my problem to once again be escalated and I received an email from Thobeka who apologised and that the money would now be refunded, it was 2 days later, but the amount was incorrect.

My original purchase was R1357.89 and the return was R978.60 - they refunded me R2336.49 - the original amount AND my refund - so now they have given me too much money. I'm an honest person and I immediately let the original lady I had been communicating with know and she said she would 'get back to me'. 2 days later she sent me an email to ask me to please send her the breakdown of what the problem is - this was all in my mail to her 2 days prior - I told her to go back and read the email I sent her.

I have never encountered such shambolic and *********** service in my life. I get they are an Australian company and they manage things through the offices there, the time difference etc. but the South African support is shocking.