Bad Service - non delivery - NO REFUND

I placed an order with Red Square online in October. Their deliver policy says 5-7 days. I waited 2.5 weeks for delivery after phoning twice! myself! Received the order with items missing, although the order bill noted all items where there! I phone about 4 times to the call centre and each time they said they still sourcing the items!! When I asked why I was not being informed by them and are having to make all the calls - there were some half hearted responses, non committal. I finally called on 29th October having had enough of this appalling service! I was informed by a very pleasant and helpful \Thapelo"that a refund will be arranged for the two non delivered items and was told it will be processed in 72 hours. I phone around 11th November as I had not received the refund and was told \""oh they are still processing the refund\"""