Stay away from New Balance Online

Stay away from New Balance Online! I placed an order for two items on the 14th of December, both intended as a Christmas gift. Only one item was delivered on the 20th of December, with the other item apparently out of stock and a replacement offered. I sent various communication to confirm whether the replacement will be delivered on time, and got no response. Their call centre also couldn't take my call, with a voice message saying 'they currently don't have enough consultants to take my call'. I eventually had to find a replacement at their Retail Outlet, of which the service was amazing! They function independently from the Online Store. I cancelled my online order and requested a refund. Without further communication, I received an email on the 27th of December, indicating that my query has been resolved and closed, which it was not! Today, 23 January for the first time, almost a month later, I received communication that my order has apparently been dispatched! Despite following up numerous times since December, I got no response and no refund. And now my order is on its way despite my request for a refund. And the delivery address is incorrect! New Balance Online's service is pathetic. They are damaging an amazing brand and product. They can learn from online retailers like Yuppiechef and Takealot, who, despite peak times over the Christmas season, provided 5-star service, seemingly effortless.