Horrible customer service, plain theft actually

I've been using Superbalist for many years and had my first horrible experience with them a few weeks ago. I placed an order for collection at one of their depots. The order was updated 24 hours later as ready for collection. I went to the depot not once, but twice to collect and the package was no where to be found. I called the call centre and emailed them to locate my order. Promises were made to call me back which never happened. I had to follow with them daily. By day 7 I asked to to cancel the order and process a refund. Refunds take 3 to 5 working days. It is now day 6 and no refund. I then sent an email to enquire and not only did they approve the refund today, but I have to wait another 5 days for my money and they have the nerve to charge a collection fee for items I never received.