Mr Shopper terrible service

So I had to go find Mr Shopper's offices to ask for a refund on the 02 Feb 2021 for an order I placed on the 27th Nov 2020. I find it so unfair that I had to go through all this trouble to get my money back, it is so unprofessional. But hopefully I'll get my money back since they promised to pay me back in 24 hours.