Theft or Mismanagement?

After having recently placed an online order with Forever New, the purchase amount was deducted twice from my bank account. I had immediately brought it to their attention and was advised that sometimes there is a glitch in the system and this could be the reason for the problem. After forwarding them the necessary documents to process the refund, I have never heard from them since it has now been 5 days with no update thereof. To add insult to injury it is 9 days since my order was placed and I have yet to receive a confirmatory email that the order was shipped. The tracking number supp**** on the website under my order DOES NOT EXIST on the courier company website. I had liaised with Marcelle and was once again provided with feeble apologies, how she is not in charge of online orders, forwarded to the correct management team, etc etc. STILL NO RESPONSE REGARDING THE ORDER. This store purports to provide a customer friendly shopping experience, however, after this encounter, it is evident that the management is well below par when compared to other online stores. In the competitive sphere of providing quality Ladies Apparel, the dismal attitude of Forever New is indicative that they themselves do not uphold themselves to a higher standard as other brands do. I am now out of pocket in the amount of R4710 (once for the amount taken off in error and once for the amount paid for an order yet to be received) and this leads me to question if this practice of taking a customers money and not fulfilling the obligation of sending the order is a norm. There has been no escalation of this issue or even compensation for my inconvenience. This complaint has been treated with blatant disregard with the unresponsiveness of the people in charge of these departments. But make no mistake, tomorrow morning I will routinely receive an email from Forever New with their latest collections and sale items. This will definitely be my last time purchasing from Forever New.