Lack of customer support

We ordered online for the items to be delivered at our home. Few days later we received a call from a lady informing us that she received our package. The day after we were informed by the lady that the courier collected the package and we hope that we will receive our order. We inquired about the delayed delivery of our order on thier what's up line with no clear indication of what the delay is, we decided to cancel the order via the same platform. Three weeks later we haven't received any communication from the refund department or any information on when to expect the refund. We went back to their what's up platform and again no clear answers are provided to assist us with this issue.