Poor systems

We ordered a decoder with installation online, after a week of hearing nothing, since our confirmation of order, we were told that the order is missing on their system. We gave them a few days to find it but they kept escalating the matter. We then cancelled the order and bought the decoder ourselves, also arranged for installation. This is for our aged parents (88 years old) and they watch DSTV all day, it is all they do, so they cannot wait weeks for a new decoder. We have sent two emails already to cancel order number ***5. They are ignoring our request, refusing to refund and suddenly told we will get a courier tracking number today. Poor service and in breach of the consumer protection act. Very disappointed