POOR SERVICE

I bought a Russell Hobbs Kettle Stainless Steel 1.7L online on this day 25.11.2022 for collection at the Woodmead branch, I called the store on this day 01.12.2022 to check the status of the order I was told there was no stock, I then requested for a refund I was told they can’t process the refund since they have network issues at the store, they will call the Head Office at Midrand to cancel the order on their behalf. I called again the next day 02.12.2022 to check the status of the refund only to find out it was not processed, the lady promised to process the refund as soon as I hang up the phone. I checked the status again this morning 04.12.2022 it shows the status “order processing”, this means no refund was done after I requested 2 times. I am still waiting for feedback as to whether the refund will be processed or not, cause I believe I should receive the communication that the order has been cancelled. I understand the money will not reflect immediately into my account, I will wait the 7 day period however at this stage my frustration is that I don’t know what is going on. In a nutshell this is POOR SERVICE