Kit kat group

I did an online order under kit kat website, I recieved an otp to confirm my purchase on sunday afternoon,,that was promising since I was sceptical about online purchase.on monday I call their head office since I was unable to trace my order online,phone ring unanswered for the whole day.i tried again late around 17:30 I spoke to the lady that was responsible for online purchases by the name of Dikeledi, that lady she is a pathology **** ,she must trained to offer a good customer service. She **** to me that she is going to call me before she leaves she never did.today I called again to find about my order she was ignoring me telling her colleagues she is not available ,later she picked up my because she was forced to do and she started telling me stories again. She has been giving me run around until 15:00 where I was told my order was unsuccessful due to insufficient stock now I am waiting for my refund.no call ,no nothing what kind of service is this.even their store in kliptown soweto is the same.i spoke to dikeledi she promised several time to come back to me ,even today but she never did.please kit kat group refund my money today before I take it further.your staff failed me on different occasions