Poor customer service - Online shopping

I tried calling the online department for several days, and also sent an e-mail but to no avail. After several attempts, I tried calling the accounts department. The agent answered the call immediately assuming that I was about to do a payment. This clearly shows that Foschini is only interested in collections rather than customer service, as only the accounts department took/answered calls. My account is paid up. All I require is a response to my e-mail as I am expected to get a refund. If the online shopping queries are too busy to take calls, what about responding to my e-mail I sent about a week ago?? Quick to collect but very poor customer service!