Shockingingly bad Customer service from Superbalist

I have supported Superbalist from the month they launched. I love their service and ease of use. this is why I battle to understand why it takes 3 months to get an answer on a credit. I have emailed several people and even had to submit video footage proofing that an item wasn't delivered. the first time I raised the query was 16 June 2020. with COVID19 there is no number to call but the email communication is so slow and inconclusive. I requested initially that the headboard not be delivered at all as I didn't want it. I was then told it has to be released from the warehouse to be refunded after delivery . the ref number is Re: Delivery ***4654 MDX***7. I spoke to ***an Cupido who did practically nothing . Superbalist even sent me a Delivery note with someone who PP'd on my behalf for a delivery but I have never heard of the name. I've pleaded that a senior Manager phone me as I didn't want to typically come and complain on Hello-peter. but I Can't be expected to wait a day longer. I have been promised my refund two weeks ago with no further follow ups. I hope that this complaint reaches management and I am not willing to let R2K be left in their account and not mine Regards Bernadette Taljaard Ludik