Pathetic service from Edgars Online

I am so disgusted with the service I am receiving from Edgars online customer support. I placed an order in May, which was scheduled for a 3-5 day delivery. This never happened and when I kept checking, it said there was a three week delay. I waited but eventually couldn't wait any longer. I called the customer line on Friday 5 June to cancel the order, and request a full refund. The lady assisting me at the time assured this was possible, and actioned on her side , with a 48h waiting time for the money to reflect in my account. By Sunday nothing had happened, I called again and spoke to Joyce, who confirmed that the order had been cancelled but said there was no mention of me wanting a refund, and she would escalate the matter. I called again on Monday, this time I spoke to Violet, same story , at least she gave me a reference number, with the promise that she would call me back before 2pm. Which she didn't do. I called back on Tuesday, asked for Violet, the person calling her left and never returned, left me on hold for more than 20 minutes. I called back today, spoke to Nondumiso who a) has no idea who Violet is as there is nobody working there by that name, and b) confirms that the order is cancelled but can't comment on the refund process as there is no note made saying I want a refund. Once again, the matter will be escalated and someone will call me.... but she doesn't know how long it will take.

This is disgusting service! Nobody is taking their job seriously, nobody cares about the actually helping the customer, and nobody is prepared to transfer me to someone more senior.

Edgars, I want my money. Why should I have to beg you for it? It's no wonder your business model has failed