Poor Service

I bought items online on the 22 November 2023 and on the 29 i went to collect at the store and some items were missing, I called them and i was told the the courier van was hijacked and on those items I bought they have only one item in store the other ones are sold out so they will send that one and refund me my balance, it takes 7 to 14 for refund to be paid out. after 14 days I called them all the consultant the telling me one thing they are escalating my query until today. this morning I called again I was told the same thing escalating my query. am not even sure if I will get my refund.