Worst aftersales service...item still not shipped... action now to be taken

Ordered 2 beds, speedy delivery. However, we needed to exchange one of the beds as it was too small for the 2 daschunds, paid in the difference of R450 for the larger bed on 26 November. Only after I commented on one of their ads on Facebook I received a response on 30 November to say that the item will be sent mid-morning on 1 December. After numerous emails, Facebook posts, website contacts requesting the waybill/tracking number I finally got a response on 8 December however according to the courier company, The Courier Guys, the shipment could not be found. Again today I have emailed and contacted them via their website now requesting a refund of the R450 I paid and will then sell the bed locally and purchase the appropriate size locally. I am a business owner and under no circumstances should a client wait more than 48h for a response. It seems the only time they respond is when you submit a bad review. Let's hope I hear from them today or I will be taking the matter further with authorities