Worst than a government office

I booked a hotel via the Kulula website and had to cancel. I was told that my refund would take 5-7 days to process. It is day 9 today and I am still waiting for my refund. Their call center is an absolute mess with an average waiting time of 40 minutes before someone can answer. You are lucky then if you don't get transferred to another department. It's a ********** experience dealing with them.