Pathetic customer service

I see most of the reviews here regarding this organisation revolves around refunds. I cancelled an order on the same day I placed . Their refund policy states that refunds takes 6-12 business days to clear. Its now past 12 days and I get no response on email or whatsapp. The person on whatsapp only ask gow can they assist. Once mention your query, silence. Where can we report this organisation to ?