Poor Service

I would like to complain about Raru.co.za online shopping. I would not recommend them to anyone. They received my money on the 26 December 2019 it was suppose to be a birthday present for my daughter end of January. I have not received the product up to date. I have requested for a refund which I have also been waiting for for weeks and still nothing just a email to say they have escalated my refund to refunds department. I find this very poor service. As I think I was patience enough and would not do business with them ever again.