Poor customer service

I placed an order Monder a cadac 3 plate heater that was due for delivery on Tuesday, Tuesday I receied a notification that my order got lost in transit. Then after two days I receive no form of communication from take a lot, then late afternoon after treatning to write a bad review I got attended to.My frustration is if I did not bombard them with emails and treats I got a response and now I need to wait to get my money refunded and wait till they ready to pay me back. I get told I need to wait until tomorrow for the accounts/finance people come to work for them to transfer/refund my money because they dont do online payments at take a lot. Why do I have to wait for my money but when I placed the order I had to make an immediate payment