Disgusting service for only purchase that never arrived. Still waiting on Refund information

I purchased a Christmas gift for my daughter on November 25th, costing R899. I received an email and sms stating it was handed to the courier and would be delivered on December 5th. Nothing arrived, I called in just to be told the order was cancelled. Even though I had an email and SMS stating it was handed to the couriers. No email, no text, no call to let me know of this cancellation. Then I was told I would get a refund 14 days later. So I cant get a gift for my daughter now as the funds will only reflect the day before Christmas, I had to call three times as the agents were not helpful, and my phone kept going off due to airtime, costing me more money each time calling back and topping up my account. I told the agents I have no email confirming my refund. Then someone sends an email stating my refund proof attachment ( which was not even in the email), I called again stating no attachment for the refund, and responded to the email twice, but still no email for my refund, and no accountability. I would like my proof of refund and communication as there is still nothing, and I need my funds. There4 si no communication to consumers and it's terrible service. If I did not call, no one would of called, emailed. texted or even attempted to let me know it even let me know I may get my money back. I will never use the service again. My family is disappointed and disgusted by the service. I was eventually told an email was sent to me, but when I asked for the email, it was not even mine, or the one I use. so where are they getting the information, and do they have my actual refund details????