homechoice unfair company policy and poor customer service

unfair company policy that put the customer at a disadvantage and poor customer service seems to be the order of the day at homechoice!!!! I Placed a order on the 20 May 20 and 2 weeks later i get told i need to follow up with the couriers regarding delivery. A month later after my order was placed, my order was yet to arrive. I then cancelled the order and once again because the courier hasn't returned the order to homechoice, i have to wait until then to get my refund and we in July already. Why must the customer follow up with homechoice couriers? I placed the order with homechoice not the courier & its not like the customer had a choice in what courier to use. What makes matters worse is that my refund is now dependent on whether the courier returns my order to homechoice. How does homechoice deal with orders that go missing in transit, does those client get refunded? Is this company policy not ridiculous? I wish i read the reviews on homechoice before i paid for my order, I would have never gone for this deal. lastly homechoice customer service staff don't get back to you (email, call me back requests or telephonically),they are unsympathetic and they are not helpful. They get defensive when you question there absurd responses, for example I get told i cant speak to there manager because of covid 19. And to think its us customers that keep there business operating and its our money that pay there staff there wages.