Slow service

I am shocked at their service. I ordered products from there. First, it took 4 days longer for me to get my products. Only when I sent an email I was informed my products are lost in transit. That took two more days. I got my products and returned an item. It was collected fine. After two days of being collected, I sent an email asking what was happening then their updated me and got they got the returned item. I returned the item on 23 September and till today my refund has not been reflected no updates have been done to their app. and I was told that it will escalate to finance.