Paid for product and not received. 7 days later and I have to wait another 10 days

Three purchases made on Friday the 30th November. Delivery supposed to be 3 working days. Followed up on Thursday the 6th December and Jacque took the call after waiting 10 minutes. He said that shipping was not implemented and he will log a query and the reference will be emailed. I followed up on Friday the 7th December. After holding on for 15 minutes, Jacque answered and said, "once a query is logged, they take 24 hours to respond". I was really upset and asked for a refund. He said refunds takes 7 to 10 working days and he put the phone down. I tried calling back 3 times with no response. In addition my daughters purchase was not reflecting on her account.

My other family member also experienced the same problem. Also waiting two weeks and no delivery.

Poor service. I want me money back.