NON-EXISTENT CUSTOMER SERVICE and NO REFUND AS PROMISED for items I did not receive!!!!

On 1 May 2020 I placed an online order for 5 items ( Order W***) to the value of R1,023.00.

After a few days of not receiving any feedback, I figured that my order was on the way as it says that delivery takes 3 business days and on my profile it stated that my order was shipped.

However, 5 business days later, I received an email stating that one of the items( The main and most expensive item and the main reason I ordered from the online store as this was an item I really wanted and it was 40% off) was all of a sudden no longer available ( after 7 days, 5 business days).

I immediately responded stating my disappointment and that I felt that the delayed response and way they handled it was really disappointing.

They said that they "have gone ahead and refunded you for the out of stock item/s and you should see this in your account in the next 3-5 business days (depending on your method of payment and banking institution)." It has been over 3 weeks since I have received this email and I have still not received my money or any response.

It has been 25 days since I placed my order, and I have received NO response on any of my emails. I have emailed NUMEROUS times ( Request #***, #***, some of the reference numbers I received) and phoned all the possible numbers available.

I have even phoned some of your physical stores asking if they could help with contact details and the poor staff has also pointed out that they are struggling JUST as much! She explained how they are also struggling to get hold of the head office and how many customers have the same problem.

Your phone line isn't even working!!!! There has literally been NO CUSTOMER SERVICE at all!!!!! And after seeing all the complaints on your Facebook page, Hello Peter and the feedback from your staff in-store, I am actually appalled that you treat your customers like this and you have absolutely no customer service.

I would have been so understanding if someone had just gotten back to me and explained whatever the problem could be, but it seems Cotton On has been radio silent on all their problems.

We get that this is a difficult time for the whole world, but everyone is struggling and need their money, and the least you could do is HAVE SOME CUSTOMER SERVICE!!!!!!!!!!

I am EXTREMELY disappointed.