Online order has not been received and cancellation not been acted upon.

I placed an order on Edgars site on 18/12/2017. On 05/01/2018 I called for feedback and spoke with Martha ref - ********** 0810/GO. She told me that she cannot see why the order was not sent out and she will query with the online team who have a 48hr turn around time. I requested a cancellation and refund as having dealt with Edcon before I had no faith in the online team. Martha confirmed my refund would be resolved within 48hrs and i would receive notification. on 09/01/2018 i called again and spoke to Glenda as my order did not reflect as cancelled and my account not refunded. She said all they can do is escalate the matter to the online team and i will wait another 48 hours with no guarantee that I would really get a response. She also said my refund would take upto 7 working days which contradicts the information received on the 5th. I either want my order to be delivered or the refund to be processed promptly please.