Parcels missing, no refund

Have been battling to get parcels out of them for how long now. The one order dates back to the 31st of July. An error was made on their side where an employee sent 5 different orders with different addresses to one client and address. The packages had to be recovered from the incorrect addresses and resent to the correct addresses with new tracking numbers. This has been promised now for days. Still 3 people are sitting without their parcels. If you request a refund ad they cant deliver they make a new promise again. This is unacceptable as the money was paid over to them and the client is without package or the money. Online queries is a waste of time. Whatsapp even worse. Messages are delivered bit never read. Email you get a response stating they wil get back to you in 48 hours. Never happens. Manager is almost never available when you eventually get through on the landline. And doesnt phone back. So either he is just ignoring the client or the messages doesnt reach him. We need confirmation of tracking numbers which can at least show that your parcel does exist. Yesterday we heard that the incorrect parcels have been recovered and will be booked today. Its now 12h00 and no mail received with tracking number to confirm the booked parcels. If they cant deliver the parcels or their promises then at least payout the refunds. They did admit quilt that it was an error on their side. But why take forever to resolve this. I will definitely not be purchasing anything from them again. Too much of a headache. Do the correct thing and paynthe money back.