Horrific. Slow horrible

Order: ***

My name is Lerato Leso from JHB. I ordered a Cloud colored back back with gold personalization. I did not receive the bag except I got a personalized beach towel with someone's name on it like I paid for handme downs. I took it back to the store they refused to take it back. They have since promised to refund my gift card but even that is proving to take years now. I have been complaining for over 72 hours they promised me 48 hours . Thier communication is in hell , in the sense that they do not reply in time and even thier chats are hurried to get you off the line. CottonOn has disgusting service online. Its better one buys in-store and dont use the personalized option they will give you bad experience and make you pay for it.