No refunds being done for items that they are not able to ship

I ordered 2 books from Online Raru in November 2019, that had a delivery date of January 2020. When I enquired about delivery I was notified that only one book was available and the other one was unclear when they will be able to ship. I requested a refund at the beginning of January 2020 .

It is now almost end of Feb and every time I inquire about when the refund will be done I get the same response : "Good day Anina, Apologies for the delay, We are currently facing huge volumes of refund requests and are currently doing our best to process them at the soonest. We ask that you please bear with us. Kindly note that if we are able to move this sooner we will. Once again sincere apologies for any inconvenience caused."

I have done some investigation online and it seems like this is a regular response and that they do not refund for items they are not able to ship.

I will be warning fellow consumers on all possible platforms to be very careful of doing business with this platform as I feel that they are not being ethical in refunding consumers.

Regards