Terrible service

Good Evening,

So I placed an order about 3 weeks ago to collect. Once the order was ready for collection I realized I didn’t have any time to collect my package. So I called in and cancelled the order. I then asked the guy to refund me my money. I followed up with Superbalist last week Monday and I was told they waiting for their team to collect the item from the pickup point And then only will they take it to the JHB warehouse and then they will refund me. I called in on Wednesday last week and was told that they were only going to collect my item on Thursday at 11am. I then called on Friday and asked them what’s the status, apparently it was still at the warehouse. The lady did say that she was going to escalate my issue. I called in on Sunday to check the progress and I was told that they were going to escalate the issue again. I called in today Monday the 18th and the lady said my issue had been escalated she’s just waiting for another department to check the email they had sent. She told me it would take approximately 3 days for them to get back to me! At this point I am furious! I’ve been ordering from Superbalist almost every month and this is the service I get back! The staff I dealt with was very friendly and helpful and tried helping as much as possible but for me to be calling in time and time finding out the progress is frustrating and the fact that they take forever to get back to me is more frustrating.