Extremely poor customer service from online department

I have received shockingly BAD service from the online department. I've been following up on an order that was placed on 13 June and was not delivered and for more than a month nobody has been able to tell me anything besides 'it is at the warehouse'. I then decided to cancel the order because it was taking so long, and clearly nobody had any intention of delivering it. The order was cancelled almost 2 weeks ago and I was promised a refund by the end of the week when the cancellation was requested, which did not happen. It is now almost 2 weeks later and still nothing. When I phone to follow up (because nobody answers emails) all I am told is that the refund has been requested! I am so fed up and frustrated with the exceptionally POOR communication and follow through. I am also still waiting for a refund for an order that was collected a month ago, which I was also told 'a request for a refund has been submitted'. I have been sending numerous emails every day to follow up and they have all been blatantly IGNORED. What kind of customer service is that? I am really sick and tired of being treated like I don't matter at all. I pay my account on time every month, and I deserve to be treated like the loyal customer I am.