Do not use the online platform

I placed an order last week Sunday , till today no update was made expect order confirmed, I have called the customer service on Thursday and again today for an update till now there is no update , I requested a cancellation and a refund a rude customer service agent that just wanted me to get of the phone failed to explain the refund process stating I'll get confirmation via email , no cancellation email has been received. I canceled the order due to me not receiving on the expected Delivery date