Eco Essentials - Poor customer service

I ordered hair products from Eco Essentials on the 11th August 2020. 5 days later, I had not received a tracking number or any sort of communication from them, so I decided to send them a mail because their telephone number goes straight to voice mail. A lady named "Bonnie" rep**** to my mail the following day and said due to covid-19 I should wait for another 5 days (which makes it 10 business days). I waited. Still I did not receive my parcel nor the tracking number to track my parcel. I again sent them a mail and requested for my products as I had paid for them. The same lady sent me a mail and said they will refund me my money, I should send them my banking details. Which I did. On the 4th September 2020 I sent another mail, letting them know that my refund has not reflected on my account. On the 5th September, the same lady rep**** and apologised and said the money will reflect within the next 2 days. On the 14th September I sent them yet another mail asking them for assistance and till now I have not received any sort of communication from Eco Essentials.