Lack of empathy and courtesy

The way Mr Price is treating its own customers it’s very wrong they lack empathy and courtesy ,about two weeks ago I had a problem even now no one is bothered to make a follow up .I am always running after them and they don’t respond .about two weeks ago I made a purchase and it went through from my side and declined from their side because they had a problem with their machine ,till up to date I am still waiting for them to do a reversal and refund me back. Iam frustrated because their not bothered by this