Most pathetic service ever

I ordered a bag online end of jan and they delivered an incorrect bag on 9/2/2016, i called them and the courier guy collected the wrong bag the same day. Since then i had to call the red square online to find out what's happening with my order. They kept on saying they gonna escalate my query. On friday the 19th feb I got a call that they are out of stock and that i will be refunded. On tuesday the 23rd I called to find out about my refund and spoke to a guy who told me he' ll escalate my query as there was nothing on the system about a refund, we got cut off and I called again and spoke to a lady who said the guy i spoke to earlier is busy escalating my call and they will call me. Today on the 25th i spoke to Given and told her about my query and that somebody said they will call me back, but I haven't received the call . She tells me she is the one i spoke to the last time and she never said she'll call me and why would she call me back because they have already escalated my query. She is very rude to say the least. I am very disgusted by her service.