Order ******, still not refunded!

On the 29th of January I received a notification from Edgars that the courier that was on his way to deliver my parcel was hijacked. I was very understanding and was told that i will be refunded and receive a voucher for the inconvenience. This order was presents for my mother and i thought i would go in store and buy something else.

I called on Monday and queried why the money was still not paid and also asked how the voucher will work. To my suprise the Edgars online consultant says no one made a note on the system regarding the voucher and therefor I need to get the name of the person who promised me to get it???? I spoke to wt least 5 people!!! How am i suppose to remember?

It is now the 7th of February and still not refunded, so I could not get my mother anything. I am extremely upset and agitated in the service I am receiving as a Edgars store account owner.