Terrible customer service

I only purchased products from Planet Lowcarb about 2 months ago as they were celebrating their 10 year birthday providing free delivery & a discount. No doubt about it I highly recommend their products but their customer service leaves alot to desire. They dont answer their phones, take forever to respond to emails & are struggling to process a refund for an item they failed to fulfill as promised due to some petty/flimsy excuse. They promised a refund but its been a week & nothing no communication as promised.