Appaling service

On the 12th of december i bought sneakers online which i never recieved till day,after 10 days of waiting i did then report the matter to customer care only to be sent a link where i would check my order,i did check my order by that link and actually called the courier company just to avoid conflict as i wanted the sneakers badly,i was told i had signed for the sneakers already but that was another order i had placed on the 14th of december which had arrived.I then Told Adrian the person who was dealing with my case that he was mistaknn that i had may parcel only for him to discover i was very correct about my non recieved order and said since they nolonger have it in stock i would get a refund which was said to be processed on 30th dec,after 8 days i then wrote an email to him alerting him that i had not received the refund only him say its only 8 days(in my mind it simply points that relax you shall get it).He then told me that the refund had not gone through and was supposed to attach my banking details with the current mail i had sent him and i did just that.I was suppose to be informed about my refund but till today that hasnt happened,to put cherry on top of the cream i requsted a return for another order i processed,lady called me to confirm my address and had said they would pick up the parcel but that was to no avail as well,Adrian sent me a mail for me to confirm my address of which i did,parcel was supposed to be collected yesterday 15th january which never happened.Now am asking myself is this the kind of service New Balance provides to their customers????because its absolutely shocking.