Poor service and no delivery of order

Such appalling service. I paid for an online order over a week ago and followed up days after via email. They chose to ignore my email. I'm now chasing after them on whatsapp and they keep giving me vague answers with regards to delivering my item. I've opted to cancel the purchase and asked for a refund, they're now saying they aren't finance so they can't confirm when I'll receive my refund. This is why they've hidden 'reviews' on their Facebook page.