Incredible *******ion!

I placed an online order ten days ago, on the 9th of September and cancelled it the next day, requesting a refund. It is now 11 days later, I never got the order or any refund, only empty promises such as ' We have forwarded your request to the relevant department , awaiting their feedback'. I have emailed umteen times and even phoned them. The lady which I spoke to promised to phone me back with a response within the next 30 minutes. Nobody phoned and nothing had been done yet. What a disappointment and a frustration. They will NEVER see me again!