short supp**** and no refund

Terrible experience with Mr Price online clothing, I bought clothes online and when a delivery was made 1 item was short, I sent an e-mail to query as to why you did not inform me that my order will be delivered incomplete and again asked for a refund for the item that was not delivered. I got a response that the money will be refunded back within the next 5 working days, i waited but nothing came through , sent an email again, asking time frame given is long gone but my money has not been refunded , i got no reply and that was in June. Is this how you treat your customers, you just ghost them like that?