Refund Not Received for Cancelled Order

I am writing to formally lodge a complaint regarding the refund for my cancelled order placed on 12 June. The order was cancelled the same day due to items being unavailable, and I was informed that a refund had been processed. I was initially advised that the funds would reflect in my account within 2–3 working days. That time frame passed with no refund received.

I reached out via WhatsApp and spoke to Michael, who then stated it could take 2–10 working days. Once again, this period passed without any refund. I contacted your team again and spoke to Jillayne, who said they would follow up with the accounts department but failed to provide a clear turnaround time.

Due to the lack of resolution via WhatsApp, I escalated by calling your support line and spoke to Siyabonga, who promised an escalation to the accounts team and said it should be resolved within 24 hours. It has now been well over 24 hours and still, nothing has happened.

At this point, I am extremely disappointed by the poor service, lack of accountability, and inconsistent information provided by your team. It has been over two weeks, and I am still waiting for a refund for an order you cancelled.

What is the status of my refund? I expect immediate feedback and action. Please confirm when exactly I will receive my money.

If no resolution is provided promptly, I will be forced to escalate this matter further — including lodging a complaint with the Consumer Goods and Services Ombud.