Do not use or rely on Edreams

I have had the worst support from Edreams regarding my international travel that I have booked. I am told repeatedly that they are looking in to a refund for one of the passengers on my booking - the airline said the refund is possible if done through Edreams - but get absolutely no response or joy. It is alot of money that I have spent with them and I feel the lack of interest in following up on the refund is due to them possibly losing money. I have also only been booked with hand luggage even though I am travelling from South Africa to UK. When I asked Edreams to add luggage, I was told that they cannot assist with this neither and something I should sort out. What is the point of using this company if they refuse to assist with queries. Another thing is there is no contact number and can only communicate via online chat and wait for hours to get a response. Horrible service.