Bad Online service

If I could, I would rate them 0 stars. I ordered on the 27th of Oct and was supposed to be delivered by the 3rd of November. There’s no progress or whatsoever on the order until I call them on the 3rd of Nov and told that they’ll escalate it to the needed person. Few minutes later they call me again, stating that I wanted to change my delivery address and I tell them I just wanted an update on my order, and get told they’ll escalate it again. The following day I receive an email saying that my refund was successful meanwhile I don’t lodge any refund. Their service is terrible