Credit not yet refunded - 3 weeks

I have ordered a welcome mat for a client on 1 Sept 2021 online. an hour later I got a call from a lady to let me know that they dont have the colour i have chosen. I told her i was not happy with any other colour and that i want the order cancelled and credited to my netflorist account for use any other time. Todate I have no credit on my account. Amount was around R979. Sent w emails to orders@netflorist, with a auto response that it would take 24 hours to be answered. Yet 24 hours have long gone and no credit or even someone to apologise for the mistake. Totally disgusting, although I have use their services a lot and did not have this problem. So I opted for this as I might just get a response