Bad customer service

I bought a lounge suite online from ok last week on the 9th selected collection option instead of delivery, I received an invoice on the 11 and confirmation that payment had beef received and my order was being processed. I made a follow up on Monday the 16 and did not get any positive feed back, again today I did not get any update when I phoned until I asked them to cancel my order and refund me. I was then told that that can only be done via email. I emailed them with an order cancellation and still haven’t heard from them.