Disappointed with Superbalist online service

At the beginning of November, I ordered three rugs from Superbalist (order number ***1). The one rug was then cancelled from their side, and I was refunded. When the remaining two rugs did not arrive, I traced my order and found that it was "delivered" on 4 November, only to be cancelled again on 5 November. I emailed Superbalist and was connected to Alungile, ( online fashion assistant), who after several enquiries, assured me that the order was traced and that the rugs were returned to the warehouse. I had to wait patiently, as another department was responsible for this. I never heard from Alungile again. I then got hold of Superbalist's phone number, and spoke to Alice, who initially was very sympathetic and promised to contact the relevant people. She admitted that Superbalist did not get notice of the delivery, neither did I. It is once again more than a week later, and still no feedback from Superbalist's side. I requested a refund, but was told that the rugs should first be located. I am very disappointed with the level of support and irregular, useless feedback from a company such as Superbalist. I hope that this complaint will result in a rapid response from their side to resolve the issue at hand.