Pathetic customer service

Would give zero stars if there was an option . Ordered online more than 3 weeks ago . Was told the order was at the rosebank store for collection. Went 4 times to collect . To date no order at the store . I requested a refund . Was told I have to wait for the item to reach the warehouse. To date no one is able to locate the item. And this is there problem not mine . But they refuse to give me money back . This was my grand daughter gift for doing well at school . The broke a young girls heart . And still have a dont care attitude. Will definitely not support any mrp store in the future