TERRIBLE ONLINE SHOPPING EXPERIENCES

placed an order. cancelled it the next morning before it was dispatched. I was told the order needs to be out for dleivery before i can cancel it and get a refund. Now the order is missing...it is a couch, how is a couch that was dispatched missing? So I am still waiting for a refund, and was promised this would be escalated with no feedback. I have phoned the customer care line and it states that it is only open from 7 am weekdays but it is already 10:13 am. Ridiculous. Not the first truly terrible experience with them.