Unacceptable service for online orders

The review is specifically for the online service. I ordered an item in the second week of December and the expected delivery date of 29 December was provided. The status of the order changed to “shipped” on 21 December and was still the status on 2 January. During this time there was no communication about the status of the order.

I contact Mr Price Sport Customer service on 2 January who agreed that the order was late and that it can be cancelled without any penalty. To this date, 6 January, there has been no communication which confirmed that the cancellation and refund has been actioned. After spending 30-45minutes to contact Customer services again, I was informed that they are waiting for the courier to return the item to Mr Price Sport before the refund can be actioned. Considering that the courier service was so poor and the item was not delivered to me in three weeks, I find it unacceptable that I should wait until the courier return the item for my refund to be actioned.