Avoidant & terrible customer service

Chasing refund for cancelled order for 3 weeks now. Order cancelled as it was not received in the specified time frame and we had to order elsewhere. Ordered on 12th November. Painfully slow email replies, phone line not working. Avoiding answering questions and not providing relevant contact details to escalate further. Large deduction (around R4000) for delivery fees and admin fees from refund total which makes no sense as the reason for cancellation is because items were not received in time (their fault not ours). We are based in Cape Town. Do not order from this company.