No Refund on Online Purchase

So disappointed in your Online services! I placed an order and was told its out of stock and I would be getting a refund. I explained that this was a gift and I need to make alternative plans so I need the refund ASAP and was told about 3 - 5 days. 5 days later I am being told another 3 - 5 days??? Kerusha Moodley and Moeketsi Molupe are being CC'd in the mails but it looks like they are not bothered with my query. There are so many complaints on your online services just from this month I'm actually shocked that you guys are not shocked at the service being given to your customers : O