ABSOLUTELY ATROCIOUS SERVICE!!!

On Tuesday, 16 April 2019, we placed an order via the New Balance online store. Order number is ********** 77. We opted for the express delivery at an additional cost of R80, with expected delivery date being between 24 and 48 hours. The purchase was made to serve as a gift for my sister's husband on his birthday, which is today, 18 April 2019. We called this morning as we starting to get concerned that we still did not receive any kind of tracking info. I called in, and spoke to a lady named Abby. I was advised that they still did not receive any kind of tracking information, but that it was escalated. I still did not receive any kind of feedback after some time and called again, and was spun the same story. I then subsequently asked Abby to please have one of her superiors contact me as this was completely and utterly unacceptable. Approximately 30 mins later, a lady by the name of Zaakirah contacted me. I explained myself to her again and she agreed that delivery was meant to take place by today. She then said she would follow up, and if they are not able to deliver in the agreed upon time, that I would be refunded for the surcharge of R80 for express delivery. Here comes the shocker...she later then called me to inform me that there was a technical glitch, and the product that we purchased, was not available, and had been sold out for quite some time. I was appalled by this as one would not expect a company of this magnitude to have this type of glitches. She then informed me that they would need to initiate a refund, as they are not able to locate this item anywhere. Here comes ANOTHER shocker...I was told that they would do the refund today, but it will take 7-10 DAYS to finalise. How can a company like NEW BALANCE offer their clients such PATHETIC SERVICE. It is bad enough that they did not honour their promise to deliver, then due to a technical glitch, a product that was bought is not available AND THEN I HAVE TO WAIT 7-10 DAYS for a REFUND, initiated not by me, but by THEIR technical glitch!!! Absolutely ATROCIOUS!!! I would advise any prospective buyers AGAINST purchasing from this online store. ABSOLUTELY DISGUSTING SERVICE!!! Please note: all of the calls that I had made to New Balance was made on a recorded line!