Late Refund - No proper follow up done by the CS Representative

I am reaching out to you with so much disappointment with the service I have received from you customer care team.

On the 28th of Jan, I bought a furnisher online, which was not delivered I then opted to cancel the order since I had to make another option as I needed the item urgently. I then reached out to your customer care representative via an online chat who assisted me with cancelling the order but she was not showing any willingness to help and said I should wait 5-7 days. I then requested for the reference number of my enquiry so I can follow up, she again she gave me false information and said I will get it after the chat which I didn't.

A day passed without receiving any email of order cancellation or any reference number or any notification for that matter. when I tried reaching out to your customer care again using the different channel which is WhatsApp, I chatted to the same lady AGAIN!!!, who was being rude, very quick to end the chat with me and did not even what to give me a proper explanation on what is happening as I did not receive the order and again she is saying she is waiting for the order to be returned from the couriers. this time around she asked me to wait 7-14 days.

I have worked at the e-commerce department, I know for sure that the customer care representative are allowed to track and trace the order with the couriers, the least I was asking for was to check on when it will be returned to the warehouse, was that to much to ask for from your employee that you trust so much with your customer needs and uplifting sales?