Cancellation of product

Hi Last week I expected delivery of something I ordered online and on the last day they came at the wrong time even when I told them what time i would be available, they said they'll wait buy never did and this was on the dion wired 3 to 7 day promise, they came on the last day at the last minute.

So next morning I called to cancel the order and phoned this morning to find out the status and nothing has been done they told me that I told them I would inform them but I said no such thing I cancelled and requested a refund.

Now they telling me it will take 3 to 5 days to process when today should be the 4th day.

What poor service, the stores are good and keep up to their word but online call centre don't make proper notes or listen to the customer.