UTTERLY DISAPPOINTED WITH CAKE ORDERED AND THE SERVICE

I ordered and paid R835 for a cake that I ordered online on 09/03/2023 for my mom's 70th birthday. The cake collection date was 17/03/2023. On the outside, the cake looked beautiful. When it was time to cut the cake I found that the cake was very very dry and hardly anyone ate the cake. More than half of the cake was not eaten. The people who did eat from it had to eat it with tea/coffee, it was that dry. This was supposed to be a special day for my mom and you could not even get the cake right. It seemed as if the cake was baked a few days before, frozen, or kept in the fridge until the day I had to collect it and then they just iced/decorated the cake. I was NOT happy at all. I contacted Oh My Cake and spoke to Alex. I told him what had happened. He said that they would send someone to collect it. Then AFTER HE SAID THAT THEY WOULD COLLECT IT all of a sudden the terms and conditions were thrown back at me saying that if there is a problem with the cake the customer has to bring it back to the shop. I stay 40km from the shop and I explained this to them. I did everything I had to from my side when I placed the order: I ordered the cake online I paid for the cake immediately I collected it on the collection date and now they still want me to take the mess they made back to the shop. Alex then told me to take photos of the cake and the bottom of the cake board. The date on the cake board with the other writing was 14/03/2023, which confirmed my suspicion. I told him that the cake was already 3 days old when I collected it, and he said he could not confirm/deny anything. He then came back and said that I was right, that the cake was made on the 14th and only iced on the day I had to collect it. He confirmed on Wednesday 22/03/2023 that I would get a full refund and he also said that refunds are only processed on Mondays. Monday 27/03/2023 no refund was received. I phoned the store and spoke to Josephine (as Alex was apparently on leave) who established that Alex did not complete some spreadsheet and that was why the refund was not processed. Josephine said she would follow up with accounts for a refund to be done the same day. Still no refund. On Tuesday 28/03/2023 I again followed up; by close of business still no refund. I phoned them again today Wednesday 29/03/2023 and Josephine said she will follow up with accounts. This is NOT ACCEPTABLE. They are not prepared to give you the contact number for the Owner / Co-Owner Camilla Hyson, so now I am hoping that she will see this complaint and do something about it. I WILL NEVER ORDER A CAKE FROM THEM AGAIN!!