Poor customer service and communication

I ordered sporting items online from the Mr Price app on 21 January 2021. I hadn't received two of the items so I escalated this via WhatsApp to Mr Price, where Berlin Daniels explained to me that they didn't have the items in stock (which I don't understand since I was able to order the items, meaning there was stock at the time at which I placed my order). Berlin also explained to me that a refund would be initiated and should reflect within 5 to 7 working days. This was communicated to me on 11 February via WhatsApp. On 16 February, Berlin sent me an email asking if I would accept a refund voucher. I communicated back via email that I would not like a refund voucher, that I want a cash refund (since I made payment by means of cash and not a voucher). Since then I haven't gotten any correspondence back from Berlin, nor any staff member from Mr Price Sport. I've sent emails every day requesting at least an update regarding this matter but hadn't received ONE response back since 16 February. I would like to know why no one bothered to assist me and why it is that I am not getting my money back. This service is pathetic.