Refund still outstanding after 9 days. Terrible service from managers.

I am utterly disgusted with the lack of service i have received from Steers Penford in Uitenhage. I placed an online order on 24 December 2020 and made an online payment. For some reason i was told that my order had failed and that i would be refunded my money within 5 working days. It has now been more than 9 workking days and i still have not received my money. Calls to steers have been fruitless as the manager Natalie told me that it is not their problem. Such terrible service. Emails go unread and their online help system is useless when trying to follow up.